“Study of customer expectation and satisfaction towards Mobile phone services ” Presented to School of Management Studies Punjabi University, Patiala
In the partial fulfill of the degree in Master of Business Administration Area Specialization: Marketing

Submitted to: Er. Vikas Singla Associate Professor

Submitted by: Karamvir Singh Class – MBA II Roll No. 5474




This is to certify that the following project work of Karamvir Singh, titled “study of customer expectation and satisfaction towards Mobile phone services ” is an original work and has not been submitted elsewhere in any form. The project has been carried out under my supervision. It is hereby approved as a certified study in management carried out and presented in a manner satisfactory to warrant its acceptance as a prerequisite for the award of the degree of Master of Business Administration, for which it has been submitted.

(Er. Vikas Singla) Associate Professor, School of Management Studies, Punjabi University,Patiala.



The subject matter of my project covers a wide range and an attempt is made to study the various aspects. Even though the scope of my project is of an extensive nature, in a brief span of time I have tried to assimilate some relevant and pertinent information. It gives me immense pleasure to express my sincere gratitude to my Project guide, Er. Vikas Singla, Associate Professor at SMS, Punjabi University Patiala, under whose able guidance I was able to complete my project titled “Study of customer

expectation and satisfaction towards Mobile phone services ” . For all the
help he extended to me, it would not have been possible for me to work on a project such as this. It was his continuous help and motivation that helped me to carry on my project. I thank all my respondents who have given me their valuable time in filling my questionnaires and giving me open end suggestions, without which my research would have been meaningless.

Karamvir Singh


1 Definition of the Population 22 3.5 Research Design 3.2 Scope of the Study 18 3.1 Profile of the industry 4.7 Sources of Data 3.2 Background of the Study 2 REVIEW OF LITERATURE 3. Title Page No.10 Limitations of the study 3.1 Introduction to Analysis 5. ANALYSIS AND INTERPRETATION 5.3 Sample Technique adopted 3. SUMMARY OF CONCLUSIONS AND SUGGESTIONS 6. Photographs BIBLIOGRAPHY 5 6 7 8 9 15 17 18 19 19 21 22 22 22 22 23 23 25 26 27 28 45 46 47 66 67 70 (i)-(ii) 4 .1 Introduction to the Study 1.7.1 Statement of the Problem 3.6.8 Field Work 23 3. INTRODUCTION 1. RESEARCH METHODOLOGY 3.2 Sample Size 3.6.11 Overview of the Report 4.6 Sample Design 3.2 Primary Data 3. Acknowledgements List of Tables List of Figures 1.7.2 Data Analysis Tools Used 6.9 Operational Definitions of the Study 3. PROFILE OF THE RESPONDENTS 4.2 Profile of the Sample Unit 44 5.2 Suggestions and Recommendations APPENDICES A.1 Summary of Conclusions 6.6.4 Objectives of the Study 3. Questionnaire B.1 Secondary Data 3.CONTENTS Chapter No.3 Need for the Study 19 3.

LIST OF TABLES TABLE NO. 47 48 49 50 51 52 53 54 55 56 57 59 60 61 62 5 . 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 TABLE TITLE Age group of respondents Occupation of the respondents Income level of the respondents Brand of cellular phones used Services that are subscribing Schemes that are used Prepaid/postpaid scheme used inVodafone Prepaid/postpaid scheme used in Idea Prepaid/postpaid scheme used in Airtel Prepaid/postpaid scheme used in BSNL Present network of mobile phone services Call cost of the service Nature of the customer care cell Opinion about sound clarity Users response level with the mobile phone services PAGE NO.

47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 Age group of respondents Occupation of the respondents Income level of the respondents Brand of cellular phones used Services that are subscribing Schemes that are used Prepaid/postpaid scheme used in Vodafone Prepaid/postpaid scheme used in Idea Prepaid/postpaid scheme used in Airtel Prepaid/postpaid scheme used in BSNL Present network of mobile phone services Call cost of the service Nature of the customer care cell Opinion about sound clarity Users response level with the mobile phone services 6 . 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 TABLE TITLE PAGE NO.LIST OF DIAGRAMS DIAGRAM NO.


Satisfaction. 8 .e. Many companies want to reach the second stage i. on the other hand.1. Because today the customer is the king and the organization revolving around him.1 Introduction to the Study: Satisfaction is a persons feeling of pleasure or disappointments resulting from comparing a product’s perceived performance in relation to his/her expectations. the customer is dissatisfied. it is influences by perceptions of service quality. Many firms aim for “Zero defects” or 100% satisfaction. product quality as well as situational and personal factors. precautionary and writing in the popular press tend to use the terms Satisfaction”and“Quality”interchangeably. Service quality is a focused evaluation that reflects the customer’s perception of the five specific dimensions of service. Companies are aiming for TCS (Total Customer Satisfaction). Current thinking suggests both service quality and customer satisfaction can be viewed at the individual service encounter level. When one product or service performance falls short of expectations. Sources of pleasure and displeasure in service: The importance of service encounters in building quality. INTRODUCTION 1. is more inclusive. highly satisfied. perception and ultimately influencing customer satisfaction with the organization. If performance maches the customers expectations the customer is satisfied. In every service encounter aim is customer satisfaction because every service encounter is potentially critical to customer retention. If performance exceeds expectations the customer is highly satisfied.

2 Philip Kotler: “Designing and managing services”. Management a global perspective. September 1999. Customer expectations are belief about service delivery that functions of standard which performance is judged. Prentice-Hall of India. Pricing too high can set expectations that may be difficult to match in service delivery. 9 .Recovery: Employee response to service delivery system failures when a failure of the service delivery system and an employee is required to respond in some way to customers complaints and disappointments1. 1 Harold Koontz: “Planning for innovation”. McGraw-Hill. here customer judge service quality in terms of the flexibility of the employees and the system. Unsatisfactory side is “The mobile phone is not giving clarity of sound and the customer reports to the company. Pricing is so important and such a powerful influence on customers expectations. New Delhi. Service prices are powerful due those aid customers in forming expectations of service levels and later help them to evaluate actual quality and value received. I informed that mobile phone company. January 1994. New Delhi. When the customer has special needs or requests that place demands on the process. Price sets an expectation of quality. Firstly satisfactory side “when my mobile phone is not working in peak time. but there was no response2. Adaptability: Employee response to customer needs and requests. Pricing too low can lead to inaccurate inferences about the quality of the service. Inc. The employee in a proper way and immediately he took charge”. Here we can see one example in satisfactory side and dissatisfaction side. The millennium edition. Being wrong about what customers want can mean loosing a customer’s business when another company hits the target exactly.

Prentice-Hall of India Private Ltd. Ex. call register. calculator. January 2001. fourth edition.2 BACKGROUND OF THE STUDY 1 Adrian Payne: “Services marketing and relationship marketing”. New Delhi. polyphonic eco-friendly (natural. Service improvements: Change in features of service that already differed might involve faster execution of an existing service process. The other features would be a vibration mode. 2 Lovelock: “Developing an effective service mission”. games. Nutech Photolithographers. games. reminders. 2003. June 8. February 2001.: Now in some of the cell phones they provide new features like calculator. 1. Services marketing. Style: New mobile phones are coming in different colors and a basic model in any mobile phone today would have call making and receiving. extended hours of services. etc. New Delhi. 10 .New services for the currently served market: Represent to attempts to after existing customers of the organization a service not previously available from the company 1. phone book. SMS (short message service). The essence of services marketing. infrared port. alarm clock and calendar. profiles. 3 Business Today: “The future is in your palm”. melodious tones like birds chirping) and different ring tones 3. etc 2.

There us an autonomous regulatory body called the telecom Regulatory Authority of India (TRAI). With more than 31 million telephone lines spread across all the states Indian telecom is a giant set-up. The sector was one of the biggest monopolies in the country.the government issues the licenses to service provides under various categories to provide the telecom services to the consumers.of Telecom TRAI: Regulator Basic Telecom Service Other service Providers Cellular Service Providers 11 . The structure Indian telecom industry is shown in the figure: Ministry of Communication BSNL/MTNL Government Dept.Indian telecom sector is one of the oldest and largest networks in the world. The Indian telecom sector consists of the communication ministry at the top. The sector that was till recently dominated only by the government is now seeing the rise of the private service providers for the first time.

This was followed few years later by the launch of telephone services in country. In 1997 government passed the TRAI bill and Telecom Regulatory Authority of India was constituted. India has less than Lac subscribers at the time of Independence. It is important to note the fact Indian telecom was entirely in the hands of private sector till all the operators were taken over by the government 1943.MAJOR TELECOM SERVICES The major telecom services available in the country are classified as given below: • • • • • • Fixed landline or basic services Cellular services National Long Distance services Internet and Data services Paging services Satellite telephony BRIEF HISTORY Over 150 years ago a new industry began in India that transformed the country forever. The government decision to liberalize the sector way backing 1999. has made it an exciting one. A new body called TDSAT (Telecom Dispute Settlement and Appellate Tribunal) was also constituted to resolve any disputes between the service providers and the government. It was the beginning of the telegraph industry in India. 12 . The TRAI Act was amended in the year2000 to recognize and strengthen the regulator. India today has 40 million fixed telephone lines and 14 million mobile phone users.

It was Bells ability to believe in the impossible that gave world one of most important inventions. The government used the same circles for allocation of license to the private service providers. Pandemonium broke out as distinguished scientists raced to see if Bells voice in another room indeed produced the sounds. when Bell demonstrated his new invention at the Centennial exhibition. It is believed that shortly after the telephones invention. 1876. and before you know it. explore all around it. The licenses were issued according to the circles. HISTORY Were Alexander Graham Bell to be here today. Bell wrote to his father. Bell summed up his approach to life and invention: “Leave the beaten track occasionally and dive into the woods. In majority of the cases the boundaries of circles and states were the same.GEOGRAPHY OF INDIAN TELECOM The entire country was divided into different circles for ease of administration. The exhibition was organized to celebrate the 100 th anniversary of the singing of the declaration of independence. There are a total of 24 telecom circles in the country. Follow it up. When he invented the telephone. in Philadelphia. The telephone was its star attraction. Every time you do so you will be certain to find something that you have never seen before. However for private service providers the licenses were issued only for 21 circles. All really big discoveries are the results of thought”. It was here that the first words came crackling over the telephone wire. An unlimited number of private players have been allowed in each circle. It has been said that Bell invented by searching for it in places were other inventors would never think to look. It was on Sunday June25. he would be one proud man. you will have something about to occupy your mind.” the day is coming when telegraph wires will lie onto houses just like water 13 .

Modi Telstra in Calcutta was the first to start. followed by Bharti Cellular in Delhi.or gas. and friends will converse with each other without leaving home”. 14 .Eigt licensees in the metros began their operations and 15 others were given licenses to provide services inn 18 circles. Delhi had the largest number of subscribers during this period and Bharti had the lead in this market. Bell certainly had no doubts about the importance of his new invention. Bells ‘electrical speech machine’ has paved the way for the Information Superhighway. MOBILE SERVICES Cellular service operations made their debut in India in the year 1995-96. the telecommunication has undergone an amazing revolution. but would he ever have imagined telephone lines being used to transmit video images? Since his death in 1922.


inseparability. Zeithamal. Various researchers have done research on this topic. “Telecommunications in India” by Punit Jain. • “Service Marketing” by Valartie A. Mc Graw-hilll companies. variability and perishability. ninth edition. some of them are: • The data services market in Chennai has done a report named “Overview of the Indian Telecom Industry”.REVIEW OF LITERATURE: Customer satisfaction is a well research area. • Tata Teleservices. Inc defines service quality as “service quality of the delivery of excellent or superior service relative to customer expectations”. Chennai has done a report named “Overview of the Indian Telecom Industry”. Four common characteristics of services: intangibility. • “Service Marketing” by Ronald Rust and Anthony international student edition defines unique characteristics of service as “the success of gods manufacturer is vital dependent on the services they provide.”Business World” “Money on call” by dated 3 April 2003. Prentice Hall India defines Customer satisfaction as “Satisfaction is a person of pleasure of disappointment resulting from comparing products perceived performance in relation to his/her expectations”. For the purpose of the study following books were referred to: • “Marketing management” by Philip Kotler. John.” For the purpose of the study following articles were referred to: • • • “The future is in your palm” by dated 20 March 2003. • • A study on “Customer satisfaction on mobile phone service” by P. 16 .”Business World” “Welcome to the world of AIRTEL” Airtel company broacher.


3.1 STATEMENT OF PROBLEM Today is the world of inventions and innovations and that lies in a customer who is dynamic and his beliefs.2 SCOPE OF THE STUDY: Today the telecommunications industry is undergoing a revolution. In the study we can find out the levels of customer satisfaction . and clarity of sound and delivery of the product. 3. beginning from the title of the study and goes on to explain the objective. analysis and finally the limitation of the study.we can also identify the causes for customer dissatisfaction like disturbance. BSNL and Tata Indicom to offer the requisite services to the cellular users. This has given rise to the opening of the competitive mobile phone service stations like Airtel. scope of the study. Reliance Infocom. attitude and his satisfaction level. With the study we can get some suggestions from subscribers for service improvements in terms of quality. call cost. Idea. sampling. Hence the problem is how we can find more customers for what services we provide. RESEARCH METHODOLOGY This chapter briefly describes the design of the study. It is needless to affirm that marketing is a new way of thinking about how companies and other organization can develop beneficial change with target customer who is always inclined in seeking to satisfy some needs and wants. field work. Vodafone. Many types of branded companies are entering into this field. how the company can live up to their expectations and understand the different aspects of customer’s views. more service charges.3. methodology. 18 .

It undergoes modifications. 3) What new services are being provided by the various service providers? 3. In other words it is a logical and systematic plan prepared for directing a research study. To find out the level of customer satisfaction from the service providers and schemes. So there is also need to study: 1) What services are provided by the various cellular service providers now-a-days and how they can provide better services to the subscribers? 2) To understand different aspects of customers views and satisfactions. 3. as circumstances demand when 19 . the methodology and the techniques to be adopted for achieving the objectives. To study the present network of the mobile phone services. It specifies the objectives of the study.4 OBJECTIVE OF THE STUDY: • • • To generate suggestions from subscribers for service improvement. In this study we try to understand Punjab users who are using different services provided by the subscriber.3 NEED FOR THE STUDY: Cell phone has become a part of everyone’s life. Research design is a “tentative plan” with a series of guide posts to keep one going on in a right direction. • To check the satisfaction of customer towards telecommunication companies.3.5 RESEARCH DESIGN: Meaning of the research design: Research design is the arrangement of conditions and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. Nature of research design: A research design is indispensable for a research project unlike the building plan which is precise and specific.

It is a blue print that is followed in completing a study. new conditions and new relationships come to light when the study deepens. # Exploratory Exploratory research is used when one is not conversant with the problem environment such type of investigation is mainly concerned in determining the general nature of the problem and variables related to it.the study progresses. # Casual or experimental Casual or experimental design attempt to specify the nature of functional relationship between two or more variables present in the problem environment. The study must employ economical procedures. Three important points about research design are: • • The design of investigation should stem for the problem. # Descriptive Descriptive research designs are determined for some definite purpose a number of research studies can be based on such designs it is focused on accurate description of the variables present in the problem. A research is purely and simply the framework or plan for a study that guides the collection and analysis of the data. The three basic research designs are whether the design is productive in given problem setting depends on how imaginatively they are applied. • • The study must be relevant to the problem. 20 . • An understanding of the basic design is needed so that they can be modified to suit specific purpose. New aspects.

The respondents have been chosen on random basis.2 Sample size: 21 . businessman. • The respondents were taken from all the kinds of class i. RELIANCE companies to gather the preliminary data. It may be understood as a science of studying how research is done scientifically. The convenient sampling is used to select the representative sampling from the population.6. BSNL.1 Definition of the population: Out of the sample collected the break up of the sample size was on the following parameters. exploratory research is done by the visiting the IDEA. In other words. 3. Secondly. etc.6 SAMPLE DESIGN: Sampling may be defined as the selection of some part of an aggregate or totality. lower and middle classes. it is the process of obtaining information about an entire population by only examining only a part of it. For the purpose of the study 100 samples i. subscriber of mobile phones in surveyed to collect the primary data. • • Also the opinion of local people had been taken. management colleges and under graduate colleges. In this research firstly. etc. on the basis of which judgment about the aggregate or totality is made.6.e. 3. service charges. • These respondents were the software engineers.Research methodology is a way to systematically solve the research problem. government employees. • Some were students of engineering college.e. because researcher does not have subscriber who are easily accessible. AIRTEL. descriptive research is done through surveys to find the various aspects of customer satisfaction like sound clarity. high. Questionnaire is prepared to collect the primary data. The sample size consists of 100 respondents. service delivery. 3. VODAFONE.

Hence the sample survey method is adopted for this study. Primary data are those data i.A total number of 100 respondents were included in the study of these most were software engineers of software companies and students and also the general public. 22 . census.6. it was difficult to conduct 100% coverage of the study within the limited period.7.7 SOURCES OF DATA 3. The primary data for the study was collected through questionnaire and informal interviews with the company staff. 3. Secondary data for the study was collected from: • • • • • Published literature Company published data and broachers Internet Commercial service Books 3.e.3 Sample Techniques Adopted: As the Punjab city is its population is in millions and there are large number of sectors. 3. through observation or through correct communication with respondents.1 SECONDARY DATA: Secondary data refers to that which has already been collected by someone else. But basic manner of primary data collection is survey method.7. collected by the researcher himself. It thus happens to be original in nature. The various methods of collecting primary data are performing surveys. The population universe in the city of Punjab being vast in size.2 PRIMARY DATA: Primary data refers to data that is collected afresh and recorded for the first time.

processes and performances include all economic activities whose output is not a physical product or construction.9 OPERATIONAL DEFINITIONS OF THE STUDY: For the purpose of the study the following terms are used: • Services: Services are deeds.8 FIELD WORK: The interview schedule was carefully decided and constructed upon and revised in consolation with experts in order to avoid collection of irrelevant data. Brand competition: It occurs when a company looks at its competitors as other companies offering similar products and services to the same customers at similar prices. 3. • Marketing: It is a social and managerial process by which individual and groups what they need and want through creating offering and exchanging products of values with others. • • Industry: An industry is a group of firms that offer a product or products.3. it is generally consumed at the time it is produced. The researcher directly approached the respondents. • Value: It is the consumer’s estimate of the products overall capacity to satisfy his or her needs. Quality: It is the totality of features and characteristics of a product of servicing that bear on its ability to satisfy stated or implied needs. • • Satisfaction: It is a persons feeling of pleasure or disappointment. • Price: Service price are powerful customers that aid customer in forming expectation of service levels. • service. Service delivery: It refers to what actually happens when the customers by the 23 .

10 LIMITATIONS OF THE STUDY: • The users of cellular phones are geographically wide spread and hence contacting them is time consuming. symbol. design or a combination of them. term. • the handset. The total network is divided in two cells. It is like a sophisticated two way radio which transmits and receives through a wide band radio frequency and channel. • Handset: The electronic gadget used for cellular mobile communication is called Sim card: The SIM (Subscribers Identify Module) id is provided by the cellular telecommunication service company. • phone. intended to identify the goods services. 3. • Brand name: Brand is a name. sign. • Fax and data service: Allows users to send or receive faxes and even transfer pages of data countries call.• Cost quality: Quality improvements leads to profile at least in parts because of cost saving achieved through increased efficiency. • Voice mail: Allows users to leave a recorded message when the does not want to Cellular phone: A cellular phone works on the principle of wireless radio technology which receives and transmits radio waves. • take call. 24 . • Call forwarding: Enables users to forward in company call to another cell Call hold: Allows the users to screen and select calls by displaying the number on the screen.

Seldom had to come across respondents who did not have much idea about the objective of the study. Chapter -4 ANALYSES This chapter contains classification and tabulation of data. statement of the problem. review of the literature. objective of the study. 3. etc. analysis and interpretation. scope of the study. data collection tool. limitations of the study and overview if the report. sources of pleasure and displeasure in service etc. profile of the sample unit. Chapter-5 SUMMARY 25 .e.11 OVERVIEW OF THE REPORT This is essentially the chapter scheme and is divided into five units as under: Chapter -1 INTRODUCTION This chapter starts with the brief idea regarding the project and it also explains the theoretical background of the study i. • • • The study was time bound. operational definitions of the concept. The information collected may not be sufficient and reliable in terms of total market conditions in India as Bangalore represents only a small portion of the total national market. sampling method. Chapter-3 PROFILE OF THE RESPONDENT This chapter has the profile of the industry. Few of the respondents were not open with their responses. Chapter-2 DESIGN OF THE STUDY The design if the study tells us about the research methodology adopted for the study.• • The sample size of customer is limited to 100 because of time and cost factor.

This is the last chapter. It has executive summary of dissertation, findings, conclusions and suggestions.



Communication is believed to be one of the most crucial factors in the evolution of mankind. It was only after groups of people settled in various parts of the globe started interacting with 27

each other that ideas and more importantly, knowledge began to be exchanged. In the modern world too a strong communication system is perhaps the first visible symbol of enhanced awareness and therefore, development. The oldest telecommunication's service in India is the telegraph service, which was introduced in 1851. The British Empire in India realized the advantages of the industry and devoted much time and capital to the expansion of the telegraph industry. Within four years, 7000 km of telegraph lines were erected, connecting the North and South. The telephone industry was introduced in 1882. Unlike the telegraph industry, the development of telephones was entrusted to the private sector and was limited to a few cities. With independence from the British Empire in 1947, India had "321 telephone exchanges, with a capacity of 100,000 lines, 86,000 working connections, 426 long distance voice circuits, 338 long distance public call offices, and 3324 public telegraph offices."

Alexander Graham Bell invented the telephone in 1876 which was not generally welcomed till the end of 19th century. Most viewed it as a device that breached privacy. Consumers must have been grateful that its reach was limited by a length of wire. Now even that is gone. Cellular technology is about 50 years old actually. It was born in AT&T laboratories. The first commercial cellular system was launched much later in 1981, not in the U.S. but in Sweden, Denmark, Finland and Norway. Work on developing digital cellular technology began in mid 80s, the first system becoming operational in 1992. The technology that gives a person the power to communicate anytime, anywhere - has spawned an entire industry in mobile telecommunication. Mobile telephones have become an integral part of the growth, success and efficiency of any business / economy. The most prevalent wireless standard in the world today, is GSM. The GSM Association (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption, development and deployment and evolution of the GSM standard for digital wireless


communications. The new licensees for the 4th cellular licenses that were awarded in July 2001 too. the Group Special Mobile as it was then called. Accordingly. which enable us to receive of well of transmit vocal (conversational or telephonic) messages 29 . it is of vital importance to the country that there be a comprehensive and forward looking telecommunications policy which creates an enabling framework for development of this industry. the world's leading digital standard accounting for 68. It is also anticipated that going forward. It is critical not only for the development of the Information Technology industry. but also has widespread ramifications on the entire economy of the country. leapfrogging obsolescent technologies / standards. a major part of the GDP of the country would be contributed by this sector. GSM is today. have opted for GSM technology to offer their mobile services. Starting off primarily as a European standard.5% of the global digital wireless market. Mobile A mobile or cellular phone of it is generally called. all the private operators are presently offering only GSM based mobile services. Although cellular licenses were made technology neutral in September 1999. The Indian Government when considering the introduction of cellular services into the country. soon came to represent the Global System for Mobile Communications as it achieved the status of a world-wide standard. Cellular Industry in India The Government of India recognizes that the provision of a world-class telecommunications infrastructure and information is the key to rapid economic and social development of the country. is a two way communication device. made a landmark decision to introduce the GSM standard. The GSM Association was formed as a result of a European Community agreement on the need to adopt common standards suitable for cross border European mobile communications.

amplified and passed onto the next transmission site before it reaches the destination. it is the sim card. The jurisdiction of usage of a mobile phone depends strictly upon the relay transmission system used namely a carrier wave is received by several transmitter.e. which have been laid by the DOT(department of telecommunication). HOW A MOBILE PHONE WORKS 30 . a cellular phone is a two way wireless communication device that works on the principles of radio waves. The mobile phones just like another wireless communication device work on radio.In case any operator does not conform to the above preset norms. which deterring the particular brand of service being used by a subscriber.modulated.waves-2 basic standards used in India are the POCSAG(post office code standard advisory group) and FMRDS (frequency modulated radio data systems) and all the service providers have to strictly adhere to these standards.. A mobile unit of it may be called comprises of a) The mobile handset b) Sim card The mobile handset and sim card go hand-in-hand i. sim card (a technically coded card to suit mobile calling requirements) may also called the very heart of mobile handset.anywhere or anytime (however the clause anywhere and anytime depends upon a particular service providers network. Therefore to sum up. DOT reserves all rights to cancel the licenses of that particular service provider.

Call from the mobile phone to network Reception and transmission tower Reception and transmission tower To another mobile Mobile switching center The dot exchange To another cellular network ADVANTAGES OF CELLULAR PHONE The following are the advantages of cellular phones: 1) It increases accessibility 31 .

the handset can be thought to consist of two units the mobile terminal (or the phone itself) and the subscriber identify module (SIM). The handset itself can be divided into three main sections: Terminal adaptations.The SIM is a credit card-sized plastic module which fruits into your phone.2) It increases mobility 3) It is a dependable service as one has not to bother about the line or other faults that are common in the telephone system commonly used 4) It helps in providing instant connections 5) It is economical when used for inter-city calls and is hence cost competitive 6) Fax and other data can also be received on the system 7) It helps to receive and send confidential message in text upto 160 characters 8) It displays the call charges 9) It displays the time of the call 10) No chances of the lines being held up INSIDE THE CELLPHONE: The compact cell phone is an extremely complex piece of digital engineering made possible by advanced Ics and advancements in telecom technology essentially. 32 . This SIM card is a ‘smart card’ and counting the entire subscriber related information. like your cellular identification number and other preference. WHY PEOPLE USE CELLULAR PHONE: There has been a steady growth in public demand for a cellular phone. radio modem and radio frequency (RF) unit. Cellular phone is preferred very often for its convenience as compared to other communication.

adapted to the 1800MHz was added. They remained the demoin of the armed forces until the end of the Second World War. As the prerequisite for a common radio systems was a common radio bandwidth. saving time is important. a version of G. when the use of frequency modulation made two way public mobile radio communications possible.The important factor which influence subscribers to use cellular phones are: 1) 2) 3) 4) Time is most important consideration i.Equipment evolved through the 80s with handsets becoming progressively lighter. The world wide telecommunications technology scenario: 33 . smaller and cheaper. This variant aims at reaching. first in Europe and then in other countries that adopted the G. radio waves first used for the purpose of communication. so it is easy to carry out. Growth and development of the industry: In the late 19th century. The real breakthrough came when cellular systems instead of increasing transmission power simply worked on the system of frequency reference use (the same frequency is used by different sites that are faraway enough from each other.M.S. standard. the 900MHz was reserved for mobile communication. thus increasing capacity mobile ).S. The charges of the cell cost are also not high compare to other communication.M. It is easy to communicate. Earlier mobile telephone networks were manually operated. In 1990. by the 1980s mobile radio system was automated and costs decreased when semi conductor technology improved.e. and restricted to a single call area. Also because the armed forces hand a priority on the location of frequency quality of service deteriorated due to crowded bands. The cellular phone is less weight. Capacity improved only marginally.

industry-leading execution and operational efficiency into highly profitable results. news. old style industrial company. Nokia is the world leader in mobile communications. Backed by its experience. selling even until the 1970s product ranging from toilet paper to rubber boots. was for decades a solid. data and visual transfer facilities. Further the convenience of computer and telecom technology has blurred the line between two and opened up a whole new market for combinations those voice. • • • • Nokia's net sales totaled EUR 30. remote design logins to haft computers and E-mail.8 billion) Pro forma operating profit totaled EUR 5. fixed broadband and IP networks. Several new services are either in process of being implemented. user-friendliness and secure solutions. and follow the then fashionable trend for diversification. bulletin boards.82 34 . New Technology: The global hand telephone system will enable a subscriber to be contacted anywhere on earth on a single number. It bought into the telephone business some 30 years ago to gain a slice of the promising technology markets. NOKIA The firm. product offering. without his location being known. the company has become the leading supplier of mobile phones and a leading supplier of mobile. By adding mobility to the Internet Nokia creates new opportunities for companies and further enriches the daily lives of people. Internet is a global network that allows for a access to remote database.4 billion Pro forma operating margin increased to 18.0 billion (USD 30.Today cellular mobile is no longer the latest telecommunication available. Nokia again succeeded in translating strong brand. innovation.1% Pro forma earnings per share (diluted) increased to EUR 0. launched near Finland’s Nokia River in 1865 as a timber business.

000 employees in more than 140 countries. data. Ever since then. The headquarters is located in Stockholm.000 people ERICCSON From the opening of his repair shop for telegraph equipment in 1876. With Sony Ericsson is also are a top supplier of complete mobile multi-media products. Ericsson helped his customer realize that dream. productivity and enabling a more resource-efficient world. Ericsson is the largest supplier of mobile systems in the world. it has been the firm’s conviction that communication is a basic need for everyone. The company is one of the 35 . Voice. Lars Magnus Ericsson envisioned the great potential of phones. not only for the well off or privileged. based on the belief that tele-communications is for everyone. increasing both quality-oflife. Ericsson provides total solutions covering everything from systems and applications to services and core technology for mobile handsets. Ericsson has been active worldwide since 1876 and the company has today around 85. and the need to improve technical quality. Shortly after this. Sweden. The world’s 10 largest mobile operators are among Ericsson’s customers and some 40% of all mobile calls are made through Ericsson systems. Nokia had 17 production facilities in 9 countries around the world R&D centers in 14 countries at the end of 2002 Nokia employed nearly 52. Thus. Ericsson believes in an "all communicating" world. Ericsson contributed to making Stockholm the world’s most telephone dense city by the late 1800’s. images and video are conveniently communicated anywhere and anytime in the world. one of his customers won a license for public telephony in Stockholm.• • • At the end of 2002.

Hutchison established its presence in India in 1994. driving for this advanced communication to happen. Motorola’s largest customers include Nextel Communications and Japan –based KDDI. major Motorola is in a blanking move. medical. MOTOROLA U. power and transportations sector. Our goal is to provide you superior products and services. through a joint venture with Max India Ltd. Siemens is Europe’s largest electronic and electrical engineering firm and one of the worlds leading mobile phone handset makers. Motorola’s cell phones go mano a mano with those made by global leader Nokia. The company has recognized its US operations as siemens Corporation. It is also active in the semiconductor sector through a minority stake in chip maker Infineon Technologies. amplifiers. anytime and anywhere. In 1995. active around the globe. SERVICE PROVIDERS VODAFONE Vodafone is brought to you by Hutchison Telecom. The electronics and industrial giants have operations worldwide in the automation and control.major progressive forces.S. lighting. had initially decided to enter the market with a whole range of products. Ericsson worldwide is seen as the prime model of a networked organization with top innovators and entrepreneurs working in global teams. We are known for our innovative approach and world class technology. SIEMENS Thinking globally and acting locally is more than semantics for siemens. information and communications. The company is a leading supplier of communications infrastructure equipment including cellular transmission base stations. one of the world’s leading cellular service providers. Hutchison Max Telecom became the first operator in India to launch its cellular service. and switching equipment. The company continues to expand its broadband and cable product lines. 36 .

Vodafone is one of the largest providers of cellular services in India with presence in all the major in Mumbai and Vodafone in Gujarat. Andhra Pradesh. expansion of telecom network.9% of its exchanges digital. Today. BSNL On October 1. Our entry into this sector has brought GSM cellular service at an 37 . Delhi and Chennai. deftly. a fortune 500 company. introduction of new telecom services in all villages and instilling confidence among its customers.Today. Its operations span 36 countries across the Asia Pacific region. It is part of the Honk Kong based multinational conglomerate Hutchison Whampoa Limited. 99.632 route kms of OFC network. Vodafone affiliates jointly account for the largest number of cellular subscribers in India numbering over 2 million. Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. This ambitious service uses state-of-the-art GSM technology to attain global excellence and leadership in business. 55. Europe and the Americas. 2000 the Department of Telecom Operations. It is also the country’s largest roaming operator. which along with Excel (prepaid service) brings cellular telephony to the masses. Responsibilities that BSNL has managed to shoulder remarkably. 1 Telecommunications Company and the largest Public Sector Undertaking of India and its responsibilities include improvement of the already impeccable quality of telecom services. BSNL launched India’s biggest cellular service Cell One. BSNL is the No. nation wide Network management & surveillance system (NMSS) to control telecom traffic and nearly 3. Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL). through innovative technology and strategic pricing. Kolkata. Today with a 43million line capacity. with a more extensive network in India and around the world than any other operator. and one of the largest company listed on the Hong Kong Stock exchange. Karnataka.

IDEA Idea Telecom is a joint venture between two major players in the telecom industry. An unprecedented mark in Indian Cellular Market. The head quarters of Idea Telecom . We have been operational in the two states of Karnataka and Punjab for the past 5 years. and the flagship company of the Modi group. It is one of the leading cellular 38 . such as SMS as well as advanced features like MMS will be available.Distacom of Hong Kong. Idea Telecom is a joint venture between two major players in the telecom industry. Customers have reposed tremendous faith in BSNL and it has enrolled over 20 Lakh Cellular customers within five months of launch of Cellular service.T expertise. and the flagship company of the Modi group. all major towns and cities are covered through our network • All national and state highways are covered • The facility of one number roaming across the country • Appropriate and reasonable tariff packages to suit every pocket • Absolute transparency in billing • All regular features of cellular telephony. With over 1100 kms of optical.affordable cost to the common man.Distacom of Hong Kong. to provide better communication to millions across India. Idea was born in April 1997 and has a combined subscriber base of more than 5 lakh people.Karnataka is located in Bangalore. All serving a single objective. It is one of the leading cellular providers in India today. a city renowned for its large base of software developers and I. Why should you choose Cell One? • For the first time in the country.

Idea was born in April 1997 and has a combined subscriber base of more than 5 lakh people.Bharti provides a range of telecom services. introduction of new generation value added services and the highest standard of customer care. Basic. Idea brings you quality cellular services at attractive prices. which include Cellular. on both 30sec and 60sec billing unit and both telescopic and retrospective rating mechanism. Internet and recently introduced National Long Distance. Bharti Enterprises. With over 1100 kms of optical fiber cable laid across the state. The number gets bigger by the day.providers in India today. Established in 1976. Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit.Idea Uth. It has over one million satisfied customers. Women . a city renowned for its large base of software developers and I. The head quarters of Idea Telecom . It has at present over six lakh fifty thousand customers in it's six years of pursuit of greater customer satisfaction.a part of the biggest private integrated telecom conglomerate. continuous technological up gradation of the network.Idea Disha and other premier Value Added Services. Idea is present in 49 towns across Karnataka.Karnataka is located in Bangalore.. Plans on both post paid and prepayment mode. These include a varied Choice in terms of Tariff. We have been operational in the two states of Karnataka and Punjab for the past 5 years. exclusive products for the young . 39 . Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. AIRTEL AirTel comes to you from Bharti Cellular Limited . AirTel has redefined the business through marketing innovations.T expertise. AirTel launched its services in Delhi on November 14. 1995.

" OUR MISSION We will meet the mobile communication needs of our customers through: • • • • Error. AirTel has maintained leadership through constant innovations which have redefined standards of cellular services in India OUR VISION "To make mobile communications a way of life and be the customers' first choice. 1998. First operator to revolutionaries the concept of retailing with the inauguration of AirTel Connect (exclusive showrooms) in 1995. b) The Asia Pacific Award for the Most Innovative HR practices-2000. AirTel has been voted as the Best Cellular Service in the country and won the coveted Techies award.Awards a)Consecutively for four years 1997. the first cellular service in Delhi. Today AirTel has 20 Customer Care Touch points called "Connects" and over 350 dealers in Delhi and NCR towns. service delivery Innovative products and services Cost efficiency Unified Messaging Solutions AirTel has consistently set the benchmarks for the Indian cellular industry to follow: • • First to launch Cellular service in Delhi on November. 1999 and 2000. c) The Golden Peacock National Training Award for excellence in Training practices-2000 The Golden Peacock National Quality Award-2001 d) Born a leader. 40 .

RELIANCE Dhirubhai Ambani had a dream . Founder Chairman of the Reliance Group. He employed telephone as a powerful tool to achieve these goals. This was clearly reflected in his passion for mega-sized projects. we are committed to make that dream come true. The corporate philosophy he followed was short simple and succinct . We have built a state-of-the-art infrastructure."Think big. but was also a quintessentially modern man . He communicated to inspire. Think fast. to change the way India communicates and connects with the world. He was a great communicator.• First to expand it's network with the installation for second mobile switching center in April. and UK etc with 284 partner networks. Canada. data. Think ahead. Dhirubhai was not just firmly rooted in traditional Indian values. to compress time and to remain abreast of events. Enjoy the mobile roaming across 38 partner networks & above 700 cities Moreover roam across international destinations in 119 countries including USA.the man of the new millennium. Dhirubhai Ambani. He was acutely aware of the 41 . had an acute sense that education alone empowers people. He used telephone to defeat distance. the most advanced technology and the highest level of productivity. At Reliance Infocomm. He inspired the Reliance team to do better than the best . 1997 and the first in Delhi to introduce the Intelligent Network Platform First to provide Roaming to its subscribers by forming an association called World 1 Network • First to provide roaming facility in USA.not only in India but also in the world. to educate and to motivate. We will offer multiple services in the fixed line as well as mobile space: voice. Think place the power of information and communications technology in the hands of the common man. video and value-added services. cutting across the length and breadth of India. Aim for the best". to guide.

Create new customer experiences. Constantly strive to be ahead of the world. He would often say: "make the tools of infocomm available to people at an affordable cost. Reliance Infocomm will regularly unfold new applications. This. "Make a telephone call cheaper than a post card". they will overcome the handicaps of illiteracy and lack of mobility". Reliance Infocom will disseminate information at a low cost. home and interests. With mobile devices. remove the roadblocks to opportunity and demolish the barriers that divide our society. Above all. while on the move. shop. educate and entertain themselves round the clock. These prophetic words of Dhirubhai Ambani will be a metaphor of profound significance for Reliance Infocomm. It will enable citizens to reach out to their work place. would transform every home. Reliance Infocomm will usher fundamental changes in the social and economic landscape of India. he believed. Continually adapt new digital technologies. Reliance Infocomm will help men and women connect and communicate with each other. Reliance Infocomm will pave the way to make India a global leader in the knowledge age. movies and news capsules on demand. It will enable people to work. He wanted a telephone call to be cheaper than a post card.power of information and communications. net ways and broadband systems linked to powerful digital networks. Reliance Infocomm will transform thousands of villages and hundreds of towns and cities across the country. Reliance Infocomm envisions a digital revolution that will sweep the country and bring about a New Way of Life. A digital way of life for a New India. both in the virtual world and in the physical world. 42 . It will make available television programmes. empower every Indian.

is of course. This. mobile phone charges. The newer phones have lithium-ion batteries. A survey of 100 subscribers is conducted in general to derive the conclusion. There are other services like MMS (multi-media messaging).000. Newer models have the additional phone book facility of a storing capacity of up to 500 numbers. traveler chargers and waterproof phones. A WAP phone of the simplest kind costs around Rs 5. they can plug it on and it works like a walkman. These are available in the higher-end models costing over Rs 25. A ‘plug-in hands-free with microphone’ acts as a speaker phone while you drive a car even as the. which depends on the service provider. neck tags. There are leather pouches. but also have back-up capacity. transparent pouches. Mobile accessories arte mostly imported and are of different types.300. WAP (wireless Application Protocol) is a feature.MOBILE PHONE FEATURES The mobile phone market is flooded with advanced model of phones.2 PROFILE OF THE SAMPLE UNIT The research is an effort to study the “Customer expectations and experiences with mobile phone services in Punjab City”. each boasting of added features. car charger. which make the phone lightweight when compared to the heavier nickel batteries. Through infrared ports. which is sought after due to its compatibility with computer applications. With a hand free. which were used earlier. stylish panels.000). 4. It enables the user to store mobile messages in the computer. has to be supported by the service provider. hand tags.Mobile users can now listen to the FM station on their phones. Some have an unlimited capacity (more than 1. one can send and receive to the computer from the phone. Lithium-ion batteries not only have faster charging capability.800 and can reach as high as Rs 37. There are phones which can work for up to 13 days without needing to be charged. as it is very difficult to use the probability sampling to select the representative 43 .

20% and 10% respectively. For the purpose of the study age-group of respondents have classified into four group such as 15-30. Income of the respondents has been classified into four groups such as below 10. and self-employed and their response percentage are 40%.000. Occupation of the respondents were classified into three groups such as students. and 6% respectively. CHAPTER-5 ANALYSIS AND INTERPRETATION 44 . 15%.000. 45-60 and 60 and above and there response percentage are 35%. 20. 30% and 30% respectively. employees.sample. their response percentage are 30%.000 20. 44%. 10. 40%.000.000 -30.000. 30-45. above 30.

The analysis and interpretation of data may lead the researcher to accept or reject the hypothesis being selected. 5. researcher often use statistical interpretation which concentrates on what is average or what deviates from an average. shows how widely the response vary and how they are distributed in relation to the variable. being measured. the data must be analyzed. Classification is the process of arranging the data into sequences and groups according to their common characteristics or separating them into different related parts.5.2 DATA ANALYSIS TOOLS USED: The process of arranging data into groups or classes according to resemblance and similarities is technically called classification. statistical market rely on estimates of expected errors or deviation from the two values of population.1 INTRODUCTION TO ANALYSIS: After tabulating. ANALYSIS AND INTERRETATION 5. The data can be calculated on the following four bases: 45 . Statistical interpretation.

16% are of the age group between 15-20 and the rest 55 are of the age group between 31-40.According to attributes Chronological.• • • • Quantitative.according to city.According to occurrence of events in time The classification adopted for this study in quantitative and geographical classification. Table showing “the age group of respondents” Years 15-20 21-30 31-40 40 above Total No. 44%.e. 25% are of the age group 40 above. etc. of respondents 16 44 15 25 100 Percentage 16 44 15 25 100 Source: Survey Data Interpretation: This table shows that majority of respondents belong to the age group between 21-30 i. Graph showing “the age group of respondents” 46 . Qualitative. 1. district.according to magnitude Geographical. 01.

Table showing “the occupation of the respondents” Occupation Student Employees Self-employed Total No. 30% were employees and the rest 30% were self-employed. of respondents 40 30 30 100 Percentage 40 30 30 100 Source: Survey Data Interpretation: Majority of respondents were students i.S eries1 50 45 40 35 30 25 20 15 10 5 0 15-20 21-30 31-40 Series1 Source: Table no.1 02. 47 .40%.e.

000. Table showing “the income level of the respondents” Income Below 10.000 20.000 Total No.000 i.No.e. 48 .000-20.000-30. 20% between 20.000.000 Above 30. of respondents 45 40 35 30 25 20 15 10 5 0 students self em ployed em ployees No.000 and the rest 10% lies above 30. of respondents 30 40 20 10 100 Percentage 30 40 20 10 100 Source: Survey Data Interpretation: Majority of respondents lies in the income level 10.000-20. 30% below 10.000 10. 40%.2 03. of respondents Source: Table no.000-30.

8% uses siemens and 4% of the respondents use other brand cell phones. 12% of the respondent’s uses Ericsson and Motorola.000 Source: Table no. 49 .000-30.000 10. Table showing “the brand of cellular phones used” Brands of cellular phones Nokia Motorola Siemens Ericsson Samsung Others Total No.000-20. of respondents 50 12 8 12 14 4 100 Percentage 50 12 8 12 14 4 100 Source: Survey Data Interpretation: This table shows that majority of the respondents use Nokia i.e. Graph showing “the income level of the respondents” 45 40 35 30 25 20 15 10 5 0 below10. 14% uses Samsung.000 20. 50%.3 04.03.

Table showing “the services that are subscribing” Services subscribed Airtel Vodafone Spice BSNL Reliance Total No.04. 20% Vodafone. Graph showing “the services that are subscribing” 50 . 27% BSNL. 05. of respondents 35 20 7 27 11 100 Percentage 35 20 7 27 11 100 Source: Survey Data Interpretation: This table shows that 35% of the respondents use Airtel. 11% Reliance and 7% uses Idea. Graph showing “the brand cellular phones used” S eries1 60 50 40 30 20 10 0 Nokia Motorola Siem ens Ericssion Sam sung Others Series1 Source: Table no.4 05.

e. Table showing “the schemes that are used” Schemes Prepaid Postpaid Total No. 06. of respondents Source: Table no.5 06. Graph showing “the schemes that are used” 51 .40 35 30 25 20 15 10 5 0 Airtel Vodafone Idea Bsnl Reliance No. 70% and the rest 30% use postpaid connection. of respondents 70 30 100 Percentage 70 30 100 Source: Survey Data Interpretation: Majority of the respondents use prepaid connection i.

S eries1 80 70 60 50 40 30 20 10 0 Prepaid Postpaid Series1 Source: Table no. of respondents Vodafone Vodafone talk late Talk 299 Talk 349 Talk 399 Talk 599 Talk 999 Talk 1699 10 3 3 2 1 1 0 20 Percentage 10 3 3 2 1 1 0 20 Source: Survey Data Interpretation: 52 .6 07. Table showing “the prepaid/postpaid scheme used in Vodafone” Prepaid/Postpaid schemes in No.

Graph showing “the prepaid/postpaid scheme used in Vodafone” No.Table shows that 10% of the respondents use Vodafone talk late. Table showing “the prepaid/postpaid scheme used in Idea” Prepaid/Postpaid schemes in No. 3% of each use talk 299 and talk 349. 1% of each use talk 599 and talk 999 and none of the respondents is using talk 1699. of respondents Idea Idea simple Idea Uth Flexi Freedom 349 Freedom 599 Freedom 1399 Freedom 1699 Total 2 4 1 0 0 0 0 7 Percentage 2 4 1 0 0 0 0 7 Source: Survey Data Interpretation: 53 . 07. of respondents 12 10 8 6 4 2 0 No. of respondents Source: Table no.7 08.

5 1 1.5 2 2.8 09.5 3 2.5 0 ideasim ple ideauth flexi freedom349 freedom599 freedom 1399 0 0. Graph showing “the prepaid/postpaid scheme used in Idea” 4.5 1 0. 599. of respondents Airtel Regular Easy Talk Airtel value 349 Airtel value 599 Airtel value 999 Airtel value 1699 Total 20 10 2 1 2 0 35 Percentage 20 10 2 1 2 0 35 Source: Survey Data Interpretation: 54 .5 4 3. 1399 and 1699.5 2 1. 08.Table shows that 4% were using Idea Uth.5 Source: Table no. 2% Idea simple.5 3 3. Table showing “the prepaid/postpaid scheme used in Airtel” Prepaid/Postpaid schemes in No. 1% flexi and none of the respondents were using freedom 349.5 4 4.

of respondents BSNL Percentage Excel CellOne Total 20 7 27 20 7 27 Source: Survey Data Interpretation: 55 .Table shows that 20% of the respondents were using regular plan. Table showing “the prepaid/postpaid scheme used in BSNL” Prepaid/Postpaid schemes in No. 10% easy talk. 2% Airtel value 999.9 10. Graph showing “the prepaid/postpaid scheme used in Airtel” S eries1 25 20 15 10 5 0 regular easytalk airtel value airtel value airtel value airtel value 349 599 999 1699 Series1 Source: Table no. 09. 1% Airtel value 599 and none of the respondents were using Airtel value 1699. 2% Airtel value 349.

Table shows that 20% of the respondents were using excel plan and the rest 7% were using CellOne. Table showing “the present network of mobile phone services” Network High Normal Low Total Airtel 23 7 5 35 Vodafone 4 7 9 20 Idea 1 3 3 7 BSNL 3 9 15 27 Reliance 1 4 6 11 Source: Survey Data 56 . 10. Graph showing “the prepaid/postpaid scheme used in BSNL” S eries1 25 20 15 10 5 0 Excel Cellone Series 1 Source: Table no.10 11.

e. 9 respondents are not satisfied with the network. 4 respondents feel that it is average and only 1 feel that it is high. The majority of the BSNL users i.e.e. 3 respondents are not satisfied with the network. 7 respondents feel that it is average and 5 feel that it is low. The users of Idea i.e. 7 respondents feel that it is average and 4 feel that it is high.Interpretation: It is clear from the table that most of the Airtel users i. 9 respondents feel that it is average and 3 feel that it is high. 3 respondents feel that it is average and only 1 feel that it is high. 15 respondents are not satisfied with the network.e. The majority of the vodafone users i. 23 respondents are highly satisfied with the network. The users of Reliance i. 11. 6 respondents are not satisfied with the network. Graph showing “the present network of mobile phone services” 57 .

25 20 15 High 10 Norm al Low 5 0 Airtel Vodafone Idea Bsnl Reliance Source: Table no.11 12. Table showing “the call cost of the service” 58 .

e.e. The users of Reliance i. The majority of the Vodafone users i. 3 respondents feel that it is normal and 7 feel that it is low.Call Cost High Normal Low Total Airtel 17 13 5 35 Vodafone 13 5 2 20 Idea 5 2 0 7 BSNL 5 7 15 27 Reliance 1 3 7 11 Source: Survey Data Interpretation: It is clear from the table that most of the Airtel users i. 9 respondents feel that it is average and 5 feel that it is high. The majority of the BSNL users i. 5 respondents feel that it is normal and 2 feel that it is low. The users of Idea i.e. 15 respondents feel that the call costs are high. 7 respondents feel that it is normal and 5 feel that it is low are not satisfied with the network. 13 respondents feel that the call costs are high. 17 respondents feel that the call costs are high.e. 13 respondents feel that it is normal and 5 feel that it is low. 1 feel that the call costs are high. 5 respondents feel that the call costs are high and 2 feel that it is normal. 59 .e.

12 13. Table showing “the nature of the customer care cell” 60 .12. Graph showing “the call cost of the service 18 16 14 12 10 8 6 4 2 0 Airtel Vodafone Idea Bsnl Reliance High Norm al Low Source: Table no.

8 respondents feel that it is helpful and 6 feel that it is not helpful. The majority of the Vodafone users i.e. The users of Reliance i. The users of Idea i. The users of the BSNL i. 7 respondents feel that it is helpful and 2 feel that it is very helpful. Graph showing “the nature of the customer care cell” 61 .e.e. 21 respondents are highly satisfied with the customer care. 2 respondents feel that it is helpful and only 1 feel that it is very helpful. 11 respondents are not satisfied with the network. 4 respondents are not satisfied with the network.Customer Care Very helpful Helpful Not helpful Total Airtel 21 8 6 35 Vodafone 2 7 11 20 Idea 1 2 4 7 BSNL 4 16 7 27 Reliance 1 4 6 11 Source: Survey Data Interpretation: It is clear from the table that most of the Airtel users i. 6 respondents are not satisfied with the network. 13. 7 respondents are not satisfied with the network. 16 respondents feel that it is helpful and 4 feel that it is very helpful .e.e. 4 respondents feel that it is helpful and only 1 feel that it is very helpful.

25 20 15 veryhelpfulhelpful 10 helpful not helpful 5 0 Airtel Vodafone Idea Bsnl Reliance Source: Table no.13 14. Table showing “the opinion about sound clarity” Sound clarity Airtel Vodafone Idea BSNL Reliance 62 .

The users of Idea i. 6 respondents feel that it is average and 4 feel that it is good. 8 respondents are not satisfied with the sound clarity.e. 17 respondents are not satisfied with the sound clarity . The users of the BSNL i.e. 17 respondents says that the sound clarity is good. 3 respondents feel that it is average. Graph showing “the opinion about sound clarity” 63 . 14. 4 respondents feel that it is average and only 1 feel that it is poor. The majority of the Vodafone users i. 8 respondents feel that it is average and 10 feel that it is poor. 4 respondents are not satisfied with the sound clarity.e.Good Average Poor Total 17 8 10 35 7 5 8 20 0 3 4 7 4 6 17 27 6 4 1 11 Source: Survey Data Interpretation: It is clear from the table that most of the Airtel users i. 5 respondents feel that it is average and 7 feel that it is very good.e.e. 6 respondents says that the sound clarity is good . The users of Reliance i.

of respondents 40 60 Percentage 40 60 64 . Table showing “the users response level with the mobile phone services” Users response Satisfied Dissatisfied No.14 15.18 16 14 12 10 8 6 4 2 0 Airtel Vodafone Idea 10 8 17 Good Average Poor 4 1 Bsnl Reliance Source: Table no.

Total 100 100 Source: Survey Data Interpretation: Majority of the respondents were dissatisfied with the mobile phone services i.e. 15. 60% and the rest 40% were satisfied with the services provided.15 65 . Graph showing “the users response level with the mobile phone services” S eries1 70 60 50 40 30 20 10 0 Satisfied Dissatified Series1 Source Table no.

an organization which is nothing but a sum total of all its people. can be perfect in this world. perhaps nothing i. people with their likes.1 CONCLUSION: Nothing. not Gods creation. Much less. SUMMARY OF CONCLUSIONS AND SUGGESTIONS: 6. dislikes and varying capabilities. But an organization can arrange its activities in a manner that enables 66 .e.CHAPTER-6 SUMMARY 6.

the need to regulate access would wane. the idea is that one each consumer could choose from among multiple service providers.50 million by end-June 2003 and account for 20% of telephone connections an that date. During the 1990s. it will still have weakness and room for improvement. cellular access networks emerged as the most viable alternative access network to the incumbents fixed access network. the potential of cellular services is evident from the rapid growth of cellular telephone to perform better than most. cellular networks have made tremendous contributions to reforms in telecommunications by demonstrating the benefits of competition and innovation and by extending connectivity. Competition in network provision or in access provision is therefore considered to be the key to both fostering retail competition and to reducing market power in the network provision side.43 million subscribers by end-March 2002. If current trends are any indication cellular subscriptions are expected to approach 11. Since then. exceeding penetration rates of 60% in many countries. achieve excellence in what ever it is doing. The deployment of alternative access networks has been recognized as a means towards greater service competition and lesser regulation in the telecom industry. In India. Cellular mobile telephony services were launched in the early-1980s as an expensive service tailored to business customers. cellular penetration would still be slightly more than 1% of the population. Mobile telecommunications not only add the feature of mobility. Cellular services have created a new way for entrants to gain access to customers and appear to have the maximum potential in breaking the incumbent’s monopoly control over customer access- 67 . but they also complement and compete with the fixed line network for voice communication. while the number of mobile subscribers is rapidly overtaking the number of fixed lines. However. In simple terms. Cellular subscriptions have grown exponentially. which attracted nearly 6.

For users. mobile telecommunications can play an increasingly important role in providing universal service. Given the large benefits users are deriving from mobile telecommunications services and the competition that mobile telephony is likely to provide to the incumbent fixed line monopolies in the foreseeable future. Free SMS service should be provided by all the operators. Airtel should try to expand its coverage area and should provide roaming facility all over India. at a lower cost. there may be a public good in sustaining the growth of this industry. The talk time should be increased. • • • • • • The customer care of Vodafone is pathetic.2 RECOMMENDATIONS: Based on the data collected through subscriber survey certain suggestions are given. The grace period should be increased from 30 days to 45 days. than fixed line service.for long major problem in the telecommunications industry. They are: • Many respondents complaint about the disturbance during traveling. • Most of the BSNL users have complaint about the network problem in city limits. Significantly. Reliance should try to expand its coverage area. More towers should be put up to avoid this problem. 68 . Various schemes and services should be provided which will help the service providers to turn new subscribers and gain confidence among already existing subscribers. 6. • • The DOT charges from mobile to land lines should be removed. it should be checked. mobile telecommunication offers the obvious benefits of mobility and better service quality. So some measures should be taken to overcome this problem.

69 .• Night offer should be provided.

October 2002. TEXT BOOKS Marketing Management by Philip Kotler. January September 1999. • • • 2002.APPENDICES BIBLIOGRAPHY A. Service Marketing by Valerie. Zeithamal. Prentice Hall India. millennium edition. International student edition. the Mc Graw-Hill Companies. Service Marketing by Ronald Rust and Anthony. 70 .

Person Education Asia. ARTICLES • • • “The future is in your palm” by dated June 8. January www. QUESTIONNAIRE Customer expectations and experiences with mobile phone services Name: Age: Address: Qualification: 71 . 2003. • The essence of Service Marketing by Adrian Payne.”Business World”. B. MAGAZINES REFERRED • • • BUSINESS TODAY BUSINESS WORLD INDIA TODAY “Money on call” by dated 3 April www.karnataka.spicetele.dotindia. WEBSITES www.”Business Today” www. “Welcome to the world of AIRTEL” Airtel company broacher. February Service Marketing by Christopher Lovelock. Fourth edition.• 2001.hutch. NEWSPAPER REFERRED • • • • Times of India Deccan Herald The Asian Age Economic Times E.relianceinfo. Prentice Hall of India.

20.Occupation: E-mail ID: Income: a) Below 10.000 -30.000 1) Which brand cellular phone are you using? Nokia ( ) Motorola ( ) Siemens ( ) Ericsson ( ) Samsung ( ) Others ( ) 2) Which service are you subscribing? Airtel ( ) Vodafone ( ) Idea ( ) BSNL ( ) Reliance ( ) 3) Which provider is giving more services like: Airtel Vodafone Idea BSNL Internet [ ] [ ] [ ] [ ] Mobile Banking [ ] [ ] [ ] [ ] Voice mail [ ] [ ] [ ] [ ] E-mail & Chat [ ] [ ] [ ] [ ] News [ ] [ ] [ ] [ ] Games [ ] [ ] [ ] [ ] Roaming facility [ ] [ ] [ ] [ ] Entertainment [ ] [ ] [ ] [ ] 4) Which scheme are you using? Prepaid ( ) Postpaid ( ) 5) Which prepaid/postpaid scheme are you using in Vodafone? Vodafone talk late ( ) Talk 299 ( ) Talk 349 ( ) Talk 399 ( ) Talk 599 ( ) Talk 999 ( ) Talk 1699 ( ) 6) Which prepaid/postpaid scheme are you using in Idea? Idea Simple ( ) Idea Uth ( ) Flexi ( ) Freedom 349 ( ) Freedom599 ( ) 1399 ( ) Freedom 1699 ( ) Freedom Reliance [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] (7) Which prepaid/postpaid scheme are you using in Airtel? Regular ( ) Easy talk ( ) Airtel value 349 ( ) Airtel value 599 ( ) Airtel value 999 ( ) Airtel value 1699 ( ) 8) Which prepaid/postpaid scheme are you using in BSNL? Excel ( ) Cell One ( ) 9) How do you feel about the present network of mobile phone services? High ( ) Normal ( ) Low ( ) 10) How do you feel about the call cost of the service? High ( ) Normal ( ) Low ( ) 11) How is the customer care cell? Very helpful ( ) Helpful ( ) Not helpful ( ) 12) What is your opinion about sound clarity? Good ( ) Average ( ) Poor ( ) 72 .000 ( ) d) Above 30.000 .000 ( ) c) 20.000 ( ) b) 10.

13) Are you satisfied with the mobile phone services? Satisfied ( ) Dissatisfied ( ) 14) Are you looking forward for any other schemes /services? If yes. please specify---------------------------------------------------------------------------------------------------------------------------------------------------------15) Suggestions for improvement of mobile phone services----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 73 .

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