CHAPTER 1 INTRODUCTION

1.1 ABOUT THE STUDY Mobile carriers have been a revelation in recent years. Influences of 3G have even more added oil to fire. Telecom industry contributes to more than 3% of nation growth. It is indeed a booming industry to reckon with. Evaluation of the services is a prerequisite for their development and sustained growth. Quality and Service mechanism control the performance, reliability and usability of a telecommunications service. Mobile cellular service providers may offer mobile Q & S to customers just as the fixed line PSTN services providers and Internet Service Provides (ISP) may offer Q & S. Q & S mechanisms are always provided for circuit switched services, and are essential for non-elastic services, for example streaming multimedia. It is also essential in networks dominated by such services, which is the case in today's mobile communication networks, but not necessarily tomorrow. Mobility adds complication to the Q & S mechanisms, for several reasons: A phone call or other session may be interrupted after a handover, if the new base station is overloaded. Unpredictable handovers make it impossible to give an absolute QoS guarantee during a session initiation phase. The pricing structure is often based on per-minute or per-megabyte fee rather than flat rate, and may be different for different content services. A crucial part of Q & S in mobile communications is grade of service, involving outage probability (the probability that the mobile station is outside the service coverage area, or affected by co-channel interference, i.e. crosstalk) blocking probability (the probability that the required level of Q & S can not be offered) and scheduling starvation. These performance measures are affected by mechanisms such as mobility management, radio resource management, admission control, fair scheduling, channel-dependent scheduling etc. Many factors affect the quality of service of a mobile network. It is correct to look at Q & S mainly from the customer's point of view, that is, Q & S as judged by the user. There are standard metrics of Q & S to the user that can be measured to rate the Q & S.

These metrics are: the coverage, accessibility (includes GOS), and the audio quality. In coverage the strength of the signal is measured using test equipment and this can be used to estimate the size of the cell. Accessibility is about determining the ability of the network to handle successful calls from mobile-to-fixed networks and from mobile-to-mobile networks. The audio quality considers monitoring a successful call for a period of time for the clarity of the communication channel. All these indicators are used by the telecommunications industry to rate the quality of service of a network. The Q & S in industry is also measured from the perspective of an expert (e.g. teletraffic engineer). This involves assessing the network to see if it delivers the quality that the network planner has been required to target. Certain tools and methods (protocol analysers, drive tests and Operation and Maintenance measurements), are used for this Q & S measurement. Protocol analysers are connected to BTSs, BSCs, and MSCs for a period of time to check for problems in the cellular network. When a problem is discovered the staff can record it and it can be analysed. Drive tests allow the mobile network to be tested through the use of a team of people who take the role of users and take the Q & S measures discussed above to rate the Q & S of the network. This test does not apply to the entire network, so it is always a statistical sample. In the Operation and Maintenance Centres (OMCs), counters are used in the system for various events which provide the network operator with information on the state and quality of the network. Finally, customer complaints are a vital source of feedback on the Q & S, and must not be ignored. In general, grade of service (GOS) is measured by looking at traffic carried, traffic offered and calculating the traffic blocked and lost. The proportion of lost calls is the measure of GOS. For cellular circuit groups an acceptable GOS is 0.02. This means that two users of the circuit group out of a hundred will encounter a call refusal during the busy hour at the end of the planning period. The grade of service standard is thus the acceptable level of traffic that the network can lose. GOS is calculated from the Erlang-B formula, as a function of the number of channels required for the offered traffic intensity. The audio quality of a cellular network depends on, among other factors, the modulation scheme (e.g. FSK, QPSK) in use, matching to the channel characteristics and the processing of the received signal at the receiver using DSPs.

1.2 INDUSTRY PROFILE Vodafone Group is a global telecommunications company headquartered in London, United Kingdom. It is the world's largest mobile telecommunications company measured by revenues and the world's second-largest measured by subscribers (behind China Mobile), with around 341 million proportionate subscribers as of November 2010. It operates networks in over 30 countries and has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers Bharthi Airtel Limited was started on 1995 as a Public Limited Company that provides GSM mobile services in all the 22 telecom services in India, SriLanka, Bangaladesh and now 16 Countries in Africa. Provides Telemedia services in 87 cities in India. It also provides an integerated suite of enterprise solutions in addition to providing long distance both nationally and internationally. It also DTH and IPTV services. Reliance Communications Limited is an Indian broadband and telecommunications company headquartered in Navi Mumbai, India. It is the 16th largest operator in the world with more than 136 million subscribers. RCOM, founded by Dhirubhai H Ambani (19322002), is the flagship company of the Reliance Group. The company has five segments: Wireless segment includes wireless operations of the company; broadband segment includes broadband operations of the company; Global segment include national long distance and international long distance operations of the company and the wholesale operations of its subsidiaries; Investment segment includes investment activities of the Group companies, and Other segment is consists of the customer care activities and direct-to-home(DTH) activities It ranks among the top 5 telecommunications companies. Retrieved 2010-04-14. in the world by number of customers in a single country. Reliance Communications corporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. The company has established a pan-India, next-generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of supporting services spanning the entire communications value chain, covering over 24,000 towns and 600,000 villages. Reliance Communications owns and operates the next-generation IP-enabled connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region

Bharat Sanchar Nigam Ltd. formed on 1 st October 2000, is one of the largest & leading public sector units providing comprehensive range of telecom services in India. BSNL has installed Quality Telecom Network in the country & now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages & winning customer's confidence. Itis the only service provider, making focused efforts & planned initiatives to bridge the rural-urban digital divide in ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of the country & operates across India except New Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier or North-Eastern regions of the country, BSNL serves its customers with a wide bouquet of telecom services namely Wireline, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc. BSNL is numero uno of India in all services in its license area. The company offers wide ranging & most transparent tariff schemes designed to suit every customer. BSNL has 90.09 million cellular & 5.06 million WLL customers as on 31.07.2011. 3G Facility has been given to all 2G connections of BSNL. In basic services, BSNL is miles ahead of its rivals, with 24.58 million wireline phone subscribers i.e. 71.93% share of the wireline subscriber base. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data & video through the same Backbone & Broadband Access Network. At present there are 8.09 million broadband customers. The company has vast experience in planning, installation, network integration & maintenance of switching & transmission networks & also has a world class ISO 9000 certified Telecom Training Institute. Aircel group is a mobile phone service provider in India. It offers

both prepaid and postpaid GSM cellular phone coverage throughout India. The Aircel group is a joint venture between Maxis Communications Berhad of Malaysia and Sindya Securities & Investments Private Limited, whose current shareholders are the Reddy family of Apollo Hospitals Group of India, with Maxis Communications holding a majority stake of 74. Aircel commenced operations in 1999 and is today the leading mobile operator in Tamil Nadu, Assam, North- East and Chennai.

It is Indias fifth largest GSM mobile service provider & seventh largest mobile service provider (both GSM and CDMA) with a subscriber base of over 51.83 million, as of January 31, 2011. It has a market share of 6.72% among the GSM operators in the country. Additionally, Aircel has also obtained permission from Department of

Telecommunications (DoT) to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services. It also has the largest service in Tamil Nadu. Maxis, Aircel's majority stake holder at that time, raised 11.2 billions (USD 3.36 billions) for its shareholders (UTSB), making it the largest IPO in Malaysia and Southeast Asia, Tamil Nadu.

1.3

COMPANY PROFILE

SAYANORA INFOSERVE Pvt. Ltd. We at Sayanora Info Serve [p] ltd. offer a wide range of Mobile Services with world Class quality and support. We ensure that there is no room for compromise when you strive for excellence. We are a decade old company and have always maintained our ascendance by being the first to introduce brand new products and services. Our services include Mobile Service Quality Management, ERP on the Internet and Training. We have a team to well-qualified professionals with proven track record who strive to innovate for improving value to your customers. We are proud of our clientele that consists of growing number of small and medium businesses both in India and abroad, which serves as a testimony to our commitment for quantity, performance and customer satisfaction. Our services have inspired customer loyalty symbolizing our quest for excellence. Features 1. Automatic call distribution to manage large and unpredictable call volumes 2. Predictive dialing to deliver and maximize agent productivity and visible business benefits 3. Real time and historical reporting to provide clear and concise view of agent performance. 4. Multimedia recording and quality monitoring 5. Call monitoring, call whispering and call barging capabilities. 6. Integrated voice, email, web chat and sms communication to be in constant touch with the customer. 7. Noise cancellation and binaural headsets for agents Benefits - 100% Operational Transparency and 100% Recording - Effective call agents - Perfect Blend of Quality and Excellent Customer Service - Real Time Reporting - Creates a New Revenue Stream.

1.4

NEED FOR THE STUDY

The study concentrates on determining customer preferences towards mobile service carriers such as Aircel, Airtel, Vodafone, Docomo etc. The study enhances the service they offer to their customers. It helps to improve the quality rendered and creates a positive image among new users. The study helps in formulation of new schemes and binds the customer expectation at will. It helps to know the customer satisfaction while using a carrier and adapt to changing trends.

1.5

SCOPE FOR THE STUDY

It collects feedback from the rational customer. The information acts as a source of valuable input for the carrier companies to popularize themselves. It helps them to avoid flaws in the services they offer to customer. To update the current customer requirements they seek at the fullest. To stay in the market ahead of competing carriers.

1.6

OBJECTIVES OF THE STUDY

Primary Objective: To improve the service and quality of the mobile carriers. Secondary Objective: To know the customer satisfaction on using those mobile carriers. To determine the customer preferences towards various mobile carriers. To know the changing trends in mobile service and customer adoption to it. To forecast the customer needs in mobile services and upgradation those in future by service carriers.

1.7

LIMITATIONS OF THE STUDY The study was focused only in urban Chennai. The time period provided to conduct the survey was very limited. Thus, all the aspects of the study could not be covered. It is the mere justification of facts, may not be true always.

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1.8

REVIEW OF LITERATURE

1.8.1. LORENA BATAGAN., (1995) A characteristic of todays society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and plan the right eservices. The increasing use of e-services has raised the need to define standards and means to assess and assure quality. Investment in e-services is an important step to improve the quality of life in our dynamic society. After a brief introduction that describes the adoption of electronic services in individuals daily routine and the need for quality management, this article defines in its second chapter terms and concepts that are part of the Quality Management Framework. Then, the third chapter describes what e-services are, how they are classified and also their benefits to the user followed in the forth chapter by definition of means to evaluate and metrics to measure the quality of eservices. In the end, this article restates the benefits of e-services, the need for eservice quality management and unveils future development initiatives in domain. 1.8.2. CHEN LEE., (1999) A quality of service (QoS) management framework for systems is presented that satisfies application needs along multiple dimensions such as timeliness, reliability, cryptographic security and other application-specific quality requirements. In this model, end users' quality preferences are taken into account when system resources are apportioned across multiple applications such that the net system utility accrued to the end-users is maximized. The framework facilitates QoS tradeo through a semantically rich (in terms of expressiveness and customizability) QoS specification interface that enables the end users to give guidance on the qualities they care about and the tradeos they are willing to make under potential resource shortages. The interface also allows the user or system administrator to define fine-

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grained service requests easily for multi-dimensional complex QoS provisioning. Furthermore, by introducing the abstraction of Quality Index, which maps qualities to indices in a uniform way, and by the mathematical modeling of QoS Tradeo and Resource Tradeo, we transform the QoS management problem into a combinatorial optimization which ultimately enables us to quantitatively measure QoS, and to analytically plan and allocate resources. A series of optimization algorithms is developed that tackle the QoS management problem which is provably NP-hard. The first set of algorithms treats the problem of maximizing system utility by allocating a single finite resource to satisfy the QoS requirements of multiple applications along multiple QoS dimensions. Two near optimal algorithms are developed to solve this problem. The first yields an allocation within a known distance from the optimal solution, and the second yields an allocation whose distance bound from the optimal solution can be explicitly controlled by a QoS manager. We compare the run-times of these near-optimal algorithms and their solution quality relative to the optimal allocation, which in turn is computed using dynamic programming. The second set of algorithms deals with apportioning multiple finite resources to satisfy the QoS needs of multiple applications along multiple QoS dimensions. Three strategies are evaluated and compared First, dynamic programming and integer programming with branch-and-bound compute optimal solutions to this problem but exhibit very high running times. Then the integer programming approach is adapt to yield near-optimal results with faster running times. Finally, an approximation algorithm based on an extended local search technique is presented that is less than a few percent from the optimal solution but which is more than two orders of magnitude faster than the optimal scheme of dynamic programming. Perhaps more significantly, the local search technique turns out to be very scalable and robust as the number of resources under management increases. These detailed evaluations provide practical insight into which of these algorithms can be used online in real-time systems. 1.8.3. ATUL GUPTA.,(2005) Purpose

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Proposes developing a conceptual model that can be used in understanding the relationships between sustaining structures that support the total quality service (TQS) philosophy and customer satisfaction.

Design/methodology/approach Integrating the SERVQUAL instrument and other work in the service quality literature, especially the Deming management model, this paper develops a model for understanding the interactions between customer satisfactions and sustaining structures. Findings This conceptual paper develops three constructs: leadership, organizational culture and employee commitment, which are very important in achieving total quality service objectives. The proposed model links these three constructs with business processes and total quality service. Research limitations/ implications It is not an empirical investigation of customer satisfaction and sustaining structures. The paper does not review in detail the impact of the three constructs on business processes. A researcher who plans to do a customer satisfaction study could benefit from the proposed model as it will provide valuable insights about the interactions between customer satisfaction and sustaining structures. Originality/value This paper provides an important conceptual framework for evaluating the relationships between customer satisfactions and sustaining structures. 1.8.4. MANOEL CAMILLO PENNA., (2004) Two main approaches can be identified for QoS management, the first is oriented to infrastructure management and the second deals with alignment of service delivery with business objectives. This paper addresses the main issues arising under the second perspective. A critical issue is to provide an effective way to define and evaluate service level indicators. Two

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evaluation modes naturally arise: on-line and off-line. On-line methods compute indicators values when a related event occurs whereas off-line methods do at the end of a pre-defined assessment period.

1.9

RESEARCH METHODOLOGY

Research is a scientific and systematic enquiry for pertinent information on a specific topic. Research is a careful investigation searching for new facts in any branch of knowledge. Research includes defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deduction and reaching conclusions; and finally testing the conclusion to determine whether they fit the formulated hypotheses. Methodology is the branch of philosophy that analyzes the principles and procedures of inquiry in a particular discipline. It deals with cognitive processes imposed on research by the problems arising from the nature of its subject matter. 1.9.1 RESEARCH DESIGN In this study, the researcher used Descriptive Research Design for testing. Descriptive Research includes survey and various fact-finding inquiries. The main purpose of descriptive research is description of the state of affairs as they exist at present. The main characteristic of this method is that the researcher has no control over the variables, i.e., he can only report what is happening. The methods of research used in descriptive research are all kinds of survey methods including comparative and correlation methods. Research Instrument In this study, the researcher used a Structured Questionnaire as a research instrument. Structured questionnaire consists of open-ended and close-ended questions in relation to the aspect for which the researcher collects data. It is presented with the same working and in the same order to the respondents. 1.9.2 SAMPLING DESIGN

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In this study, the researcher used the Convenience Sampling. It is a non-probability sampling technique where subjects are selected because of their convenient accessibility and proximity to the researcher. Sources In this study, the researcher has collect the samples from the customers of the sample area. The sample size of this study is 80. 1.9.3 METHODS OF DATA COLLECTION Primary Data The primary data are the data which are collected through questionnaire providing first-hand account of information. All the questionnaires were collected through personal contact from the respondents. Secondary data The secondary data are the data which were already collected for some other purposes, processed and subsequently stored in the form of books, company records, journals and websites. Questionnaire Design The structured questionnaire, which is used as the research instrument, was constructed to extract the maximum information from the respondents. Care was taken in structuring the questionnaire to make the questions short and clear. The following types of questions were used in the questionnaire. Open-Ended Questions This type of question allows the respondents to answer in the way they choose. Close-ended Questions These are the type of questions for which the respondents are required to make choices among the set of alternatives given by the researcher. Dichotomous

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These questions will have only two choices YES or NO which allow the respondents to choose either of them. Multiple Choices These are the type of questions which give more choices from which the respondents select any one of their choice.

Likert Scale The Likert scale is used to examine how strongly the respondents agree or disagree with the statements on a 5-point scale. 1.9.4 STATISTICAL TOOLS APPLIED Statistical Analysis Weighted Average Method

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CHAPTER 2 DATA ANALYSIS AND INTERPRETATION

2.1 PERCENTAGE ANALYSIS Table No.2.1.1 CARRIER CURRENTLY USING S.No. 1 2 3 4 Network Airtel Aircel Vodafone Others Total No. of Respondents 19 18 18 20 75 Percentage (%) 25.33 24 24 26.67 100

Figure No.2.1.1 Carrier currently using

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Interpretation From the above table it has been identified that mobile carriers are currently using 25.33% of the respondents are airtel, 24% of the respondents are aircel and Vodafone and 26.67% of the respondents are using other network. Table No.2.1.2 WISH TO USE OTHER BRAND S.No. 1 2 3 4 Network Airtel Aircel Vodafone Others Total No. of Respondents 19 18 20 18 75 Percentage (%) 25.33 24 26.67 24 100

Figure No.2.1.2 Wish to use other brand

Interpretation From the above table it has been identified that the samples are wish to use other brands are airtel 25.33%, aircel 24%, Vodafone 26.67% and 24% for other brands.

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Table No.2.1.3 SELECTION OF EXISTING BRAND S.No. 1 2 3 Based on Reference Advertisement Other Total No. of Respondents 20 40 15 75 Percentage (%) 26.67 53.33 20 100

Figure No.2.1.3 Selection of existing brand

Interpretation From the above table it has been identified that the respondents are select their existing brand based on 53.33% of them from advertisement, 26.67% of them from reference and 20% of them from others.

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Table No.2.1.4 VARIOUS SCHEMES THEIR CARRIER PROVIDE S.No. 1 2 3 4 5 Schemes Full Talk time Free SMS Freiends Plan WAP Service Hello Tunes Total No. of Respondents 13 25 12 15 10 75 Percentage (%) 17.33 33.33 16 20 13.33 100

Figure No.2.1.4 Various schemes their carrier provide

Interpretation From the above table it has been identified that the samples are most of their carrier provides free sms 33.33% and the least carrier provides hello tunes 13.33%. And also Vodafone customers are mostly like their schemes such as full talk time, free sms, friends plan, wap service and hello tunes compare with other networks. Table No.2.1.5 NETWORK OF THE CURRENT CARRIER

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S.No. 1 2 3 4 5

Scale Highly satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly dissatisfied Total

No. of Respondents 30 21 17 6 1 75

Percentage (%) 40 28 22.67 8 1.33 100

Figure No.2.1.5 Network of the current carrier

Interpretation From the above table it has been identified that 40% of the respondents are highly satisfied, 1.33% of the respondents are highly dissatisfied, 50% of the Vodafone customers are highly satisfied and other networkers are highly dissatisfied their network of the current carrier. Table No.2.1.6 CUSTOMER CARE OF THE CURRENT CARRIER USED S.No. 1 Scale Highly satisfied No. of Respondents 20 21 Percentage (%) 26.67

2 3 4 5

Satisfied Nor satisfied or dissatisfied Dissatisfied Highly dissatisfied Total

17 31 5 2 75

22.67 41.33 6.67 2.67 100

Figure No.2.1.6 Customer Care of the current carrier used

Interpretation From the above table it has been identified that 41.33% of the respondents are nor satisfied of dissatisfied, 2.67% of the respondents are highly dissatisfied and 50% of airtel customers are highly satisfied and 50% of the aircel and others from highly dissatisfied their customer care of the current carrier. Table No.2.1.7 PROMOTIONAL OFFERS S.No. 1 2 3 4 Scale Highly satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied No. of Respondents 40 23 7 5 Percentage (%) 53.33 30.67 9.33 6.67

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Highly dissatisfied Total

0 75

0 100

Figure No.2.1.7 promotional offers

Interpretation From the above table it has been identified that 53.33% of the respondents are highly satisfy, 60% of them highly satisfied from Vodafone and 0% of the respondent are highly dissatisfied their promotional offers. Table No.2.1.8 MODE OF BILL PAYMENT S.No. 1 2 3 Mode of Bill Payment Internet Cheque Cash Total No. of Respondents 8 12 55 75 Percentage (%) 10.67 16 73.33 100

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Figure No.2.1.8 Mode of bill payment

Interpretation From the above table it has been identified that most of the respondents (73.33%) are from cash payment and the least of them (10.67%) from internet payment.

Table No.2.1.9 CREDIT FACILITY S.No. 1 2 3 4 5 Scale Highly satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly dissatisfied Total No. of Respondents 20 29 12 10 4 75 Percentage (%) 26.67 38.67 16 13.33 5.33 100

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Figure No.2.1.9 Credit Facililty

Interpretation From the above table it has been identified most of the respondents are from satisfied (38.67%), least of them from highly dissatisfied (5.33%), 60% of the Vodafone users are highly satisfied and 75% of the other users are from other networks for the credit facilities. Table NO.2.1.10 RECHARGE FOR THEIR CURRENT CARRIER S.No. 1 2 3 Mode of recharge Internet E-Recharge Recharge Coupons Total No. of Respondents 8 36 31 75 Percentage (%) 10.67 48 41.33 100

Figure No.2.1.10 Recharge for their current carrier

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Interpretation From the above table it has been identified that most of the respondents (48%) are from erecharge, 41.33% of them from recharge coupons and 10.67% of them from internet recharge.

Table NO.2.1.11 DENOMINATION OF RECHARGE PROVIDED IN VARIOUS AMOUNTS S.No. 1 2 Denominations of Recharge Yes No Total No. of Respondents 52 23 75 Percentage (%) 69.33 30.67 100

Figure No.2.1.11 Denomination of recharge provided in various amounts

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Interpretation From the above table it has been identified that 46.67% of the networks are like and 53.33% of the networks are dislike the denominations of recharge provided in various amount, 40.38% of the respondents are mostly benefited from aircel and other networks are like to improve their denomination of recharge. Table No.2.1.12 INTERESTED IN CHANGING CURRENT CARRIER S.No. 1 2 Changing Current Carrier Yes No Total No. of Respondents 35 40 75 Percentage (%) 46.67 53.33 100

Figure No. 2.1.12 Interested in changing current carrier

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Interpretation From the above table it has been identified that the other networkers are mostly (51.43%) like to change their current carrier and the Vodafone networkers are mostly (40%) dislike to change their current carrier.

Table No.2.1.13 INTEREST IN UPDATING TO 3G S.No. 1 2 Updating to 3G Yes No Total No. of Respondents 69 6 75 Percentage (%) 92 8 100

Figure No.2.1.13 Interest in updating to 3G

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Interpretation From the above table it has been identified that the airtel networkers are mostly (60%) like to interested in updating to 3G compare with other networkers.

Table No.2.1.14 INFORM ABOUT THE NEW SCHEME S.No. 1 2 New Scheme Yes No Total No. of Respondents 66 9 75 Percentage (%) 88 12 100

Figure No.2.1.14 Inform about the new scheme

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Interpretation From the above table it has been identified that most (88%) of the respondents are like and 12% of the respondents are dislike to inform about the new scheme.

Table No.2.1.15 ADVERTISEMENT OF THE CARRIER S.No. 1 2 3 4 5 Scale Highly satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly dissatisfied Total No. of Respondents 23 27 21 3 1 75 Percentage (%) 30.67 36 28 4 1.33 100

Figure No.2.1.15 Advertisement of the carrier

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Interpretation From the above table it has been identified that 36% of the respondents are satisfied, 1.33% of the respondents are highly dislike and 69.57% of the Vodafone networkers are highly satisfied the advertisement of the carrier. Table No.2.1.16 SATISFACTION OF THE CARRIER USED S.No. 1 2 3 4 5 Scale Highly satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly dissatisfied Total No. of Respondents 15 45 13 2 0 75 Percentage (%) 20 60 17.33 2.67 0 100

Figure No.2.1.16 Satisfaction of the carrier used

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Interpretation From the above table it has been identified that 60% of the respondents are satisfied and 0% of the respondents are highly dissatisfied and 44.44% of the aircel networkers are satisfied their carrier used. Table No.2.1.17 MOBILE PORTABILITY S.No. 1 2 Mobile Portability Yes No Total No. of Respondents 47 28 75 Percentage (%) 62.67 37.33 100

Figure No.2.1.17 Mobile Portability

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Interpretation From the above table it has been identified that 62.67% of the respondents are like, 37.33% of the respondents are dislike, 44.68% of the other networkers are like and 53.57% of the Vodafone networkers dislike the mobile portability.

Table No.2.1.18 CHANGE PLAN FROM PREPAID TO POSTPAID OR VICE VERSA S.No. 1 2 Change Plan Yes No Total No. of Respondents 6 69 75 Percentage (%) 8 92 100

Figure No.2.1.18 Change plan form Prepaid to Postpaid or Vice Versa

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Interpretation From the above table it has been identified that 66.67% of the postpaid user are like to change prepaid, 94.2% of the prepaid users are dislike to change postpaid plan.

2.2 WEIGHTED AVERAGE METHOD Table No.2.2.1 NETWORK OF THE CURRENT CARRIER Highly Nor satisfied or Dissatisfied 6 Highly dissatisfied 1 Aggregate 298 Weighted Average 3.97

Satisfied Satisfied dissatisfied 30 21 17

Scale Representation: Highly Satisfied 5

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Satisfied Nor satisfied or dissatisfied Dissatisfied Highly Dissatisfied

4 3 2 1

(30 x 5) + (21 x 4) + (17 x 3) + (6 x 2) + (1 x 1) = 150 + 84 + 51 + 12 + 1 = 298 Weighted Average = 298/75 = 3.97 Interpretation The weighted average shows that the opinion of the respondents about the network of the current carrier lies between satisfied and neutral.

Table No.2.2.2 CUSTOMER CARE OF THE CURRENT CARRIER Highly Nor satisfied or Dissatisfied 5 Highly dissatisfied 2 Aggregate 243 Weighted Average 3.24

Satisfied Satisfied dissatisfied 20 17 31

Scale Representation: Highly Satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied 5 4 3 2 35

Highly Dissatisfied

(20 x 5) + (17 x 4) + (31 x 3) + (5 x 2) + (2 x 1) = 100 + 68 + 63 + 10 + 2 = 243 Weighted Average = 243/75 = 3.24

Interpretation The weighted average shows that the opinion of the respondents about the customer care of the current carrier lies between satisfied and neutral.

Table No.2.2.3 SATISFIED WITH PROMOTIONAL OFFERS Highly Nor satisfied or Dissatisfied 5 Highly dissatisfied 0 Aggregate 323 Weighted Average 4.31

Satisfied Satisfied dissatisfied 40 23 7

Scale Representation: Highly Satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly Dissatisfied 5 4 3 2 1 36

(40 x 5) + (23 x 4) + (7 x 3) + (5 x 2) + (0 x 1) = 200 + 92 + 21 + 10 + 0 = 323 Weighted Average = 323/75 = 4.31

Interpretation The weighted average shows that the opinion of the respondents about the satisfied with promotional offers lies between highly satisfied and satisfied.

Table No.2.2.4 SATISFIED WITH CREDIT FACILITY Highly Nor satisfied or Dissatisfied 10 Highly dissatisfied 4 Aggregate 276 Weighted Average 3.68

Satisfied Satisfied dissatisfied 20 29 12

Scale Representation: Highly Satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly Dissatisfied 5 4 3 2 1

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(20 x 5) + (29 x 4) + (12 x 3) + (10 x 2) + (4 x 1) = 100 + 116 + 36 + 20 + 4 = 276 Weighted Average = 276/75 = 3.68

Interpretation The weighted average shows that the opinion of the respondents about the satisfied with credit facility lies between satisfied and neutral.

Table No.2.2.5 RATING FOR THE ADVERTISEMENTS OF THE CARRIER Highly Nor satisfied or Dissatisfied 3 Highly dissatisfied 1 Aggregate Weighted Average

Satisfied Satisfied dissatisfied 23 27 21

Scale Representation: Highly Satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly Dissatisfied 5 4 3 2 1

(23 x 5) + (27 x 4) + (21 x 3) + (3 x 2) + (1 x 1) 38

= 115 + 108 + 63 + 6 + 1 = 293 Weighted Average = 293/75 = 3.91

Interpretation The weighted average shows that the opinion of the respondents about the rating for the advertisements of the carrier lies between satisfied and neutral.

Table No.2.2.6 OVERALL SATISFACTION OF THE CARRIER USED Highly Nor satisfied or Dissatisfied 2 Highly dissatisfied 0 Aggregate 298 Weighted Average 3.97

Satisfied Satisfied dissatisfied 15 45 13

Scale Representation: Highly Satisfied Satisfied Nor satisfied or dissatisfied Dissatisfied Highly Dissatisfied 5 4 3 2 1

(15 x 5) + (45 x 4) + (13 x 3) + (2 x 2) + (0 x 1) = 75 + 180 + 39 + 4 + 0 39

= 298 Weighted Average = 298/75 = 3.97

Interpretation The weighted average shows that the opinion of the respondents about the overall satisfaction of the carrier used lies between satisfied and neutral.

CHAPTER 3 SUMMARY OF FINDINGS, SUGESSIONS AND CONCLUSION

3.1 FINDINGS It has been identified that mobile carriers are currently using 25.33% of the respondents are airtel, 24% of the respondents are aircel and Vodafone and 26.67% of the respondents are using other network. It has been identified that the samples are wish to use other brands are airtel 25.33%, aircel 24%, Vodafone 26.67% and 24% for other brands. It has been identified that the respondents are select their existing brand based on 53.33% of them from advertisement, 26.67% of them from reference and 20% of them from others. It has been identified that the samples are most of their carrier provides free sms 33.33% and the least carrier provides hello tunes 13.33%. And also Vodafone customers are mostly

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like their schemes such as full talk time, free sms, friends plan, wap service and hello tunes compare with other networks. It has been identified that 40% of the respondents are highly satisfied, 1.33% of the respondents are highly dissatisfied, 50% of the Vodafone customers are highly satisfied and other networkers are highly dissatisfied their network of the current carrier. It has been identified that 41.33% of the respondents are nor satisfied of dissatisfied, 2.67% of the respondents are highly dissatisfied and 50% of airtel customers are highly satisfied and 50% of the aircel and others from highly dissatisfied their customer care of the current carrier. It has been identified that 53.33% of the respondents are highly satisfy, 60% of them highly satisfied from Vodafone and 0% of the respondent are highly dissatisfied their promotional offers. It has been identified that most of the respondents (73.33%) are from cash payment and the least of them (10.67%) from internet payment. It has been identified most of the respondents are from satisfied (38.67%), least of them from highly dissatisfied (5.33%), 60% of the Vodafone users are highly satisfied and 75% of the other users are from other networks for the credit facilities. It has been identified that most of the respondents (48%) are from e-recharge, 41.33% of them from recharge coupons and 10.67% of them from internet recharge. It has been identified that 46.67% of the networks are like and 53.33% of the networks are dislike the denominations of recharge provided in various amount, 40.38% of the respondents are mostly benefited from aircel and other networks are like to improve their denomination of recharge. It has been identified that the other networkers are mostly (51.43%) like to change their current carrier and the Vodafone networkers are mostly (40%) dislike to change their current carrier.

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 It has been identified that the airtel networkers are mostly (60%) like to interested in

updating to 3G compare with other networkers. It has been identified that most (88%) of the respondents are like and 12% of the respondents are dislike to inform about the new scheme. It has been identified that 36% of the respondents are satisfied, 1.33% of the respondents are highly dislike and 69.57% of the Vodafone networkers are highly satisfied the advertisement of the carrier. It has been identified that 60% of the respondents are satisfied and 0% of the respondents are highly dissatisfied and 44.44% of the aircel networkers are satisfied their carrier used. It has been identified that 62.67% of the respondents are like, 37.33% of the respondents are dislike, 44.68% of the other networkers are like and 53.57% of the Vodafone networkers dislike the mobile portability. The weighted average shows that the opinion of the respondents about the network of the current carrier lies between satisfied and neutral. The weighted average shows that the opinion of the respondents about the customer care of the current carrier lies between satisfied and neutral. The weighted average shows that the opinion of the respondents about the satisfied with promotional offers lies between highly satisfied and satisfied. The weighted average shows that the opinion of the respondents about the satisfied with credit facility lies between satisfied and neutral. The weighted average shows that the opinion of the respondents about the rating for the advertisements of the carrier lies between satisfied and neutral. The weighted average shows that the opinion of the respondents about the overall satisfaction of the carrier used lies between satisfied and neutral.

3.2

SUGGESTIONS 42

 Other mobile carriers such as UNINOR, MTS, TATA DOCOMO, RELIANCE and

VIRGIN MOBILES should develop themselves in the areas of Network, Customer Care, 3G, Advertisement, Bill Payment, and Recharge in order to be in par with leading mobile service carriers.
More promotional activities like advertisement through new media vehicles can be

initiated. Service can be further improved from getting customer feedback To build customer loyalty measures should be taken by giving standby mobiles during service period.

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3.3

CONCLUSION

The present study was conducted at SAYANORA. The aim was to find the level of customer retention strategies of SAYANORA. This was done using a detailed questionnaire. The study revealed that the customer retention and service quality of the service was average. At the end of the study, as a researcher I conclude that though the quality of service can be even made excellent by increasing the training to employees.

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