INTRODUCTION

TO STUDY ON CUSTOMER
SATISFACTION TOWARDS
VODAFONE MOBILE SERVICE LTD.

SUBMITTED TO:
GOVT. DEGREE COLLEGE KATHUA
IN THE PARTIAL FULFILLMENT OF
BACHELOR OF BUSINESS ADMINISTRATION
ACADEMIC SESSION
(2014-2015)

RESEARCH METHODOLOGY
Type of study :- Descriptive
Nature of data collected :- Primary Data (through
questionnaire)
Sample site :- (Kathua)
Age of respondent :- 18 to 24
Sample technique :- convenient sampling
Data collection technique :- Questionnaire
Statistical tool used :- M.S Office & Excel

RESULTS

Q1) Do you have a mobile phone?

Purpose:

Q2) Are you aware about

telecommunications services?

The main purpose of this question is

to know how many respondents use
mobile phone.

Purpose:

know about the awareness of respondents

regarding different telecommunications
services and also to know about which
telecommunication(operators) service
they use.

7%
Yes No
5%

93%

Yes
No
95%

Interpretation:
93% of the respondents are have a
mobile phone while 7% of the
respondents do not have a mobile
phone.

Interpretation:

95% of the respondents are aware about

telecommunications services while 5%
are not aware.

RESUL
Q1. DO YOU HAVE A MOBILE PHONE?
TS
Purpose:
The main purpose of this question is to know how many respondents use
mobile phone.
7%
Yes

No

93%

Interpretation:
93% of the respondents are have a mobile phone while 7% of the
respondents do not have a mobile phone.

Q2. ARE YOU AWARE ABOUT

TELECOMMUNICATIONS SERVICES?
Purpose:
know about the awareness of respondents regarding different
telecommunications services and also to know about which
telecommunication(operators) service they use.
5%
Yes
No
95%

Interpretation:
95% of the respondents are aware about telecommunications
services while 5% are not aware.

Q3. ARE YOU AWARE ABOUT VODAFONE?

Purpose:
The purpose behind this question is to know about the awareness
of Vodafone among all the respondents

awareness
13
yes

no

87

Interpretation:

Here 87% of respondents are aware about Vodafone Services.

Q4) FROM WHICH SOURCE YOU CAME TO KNOW

ABOUT VODAFONE?
Purpose:
The purpose behind this question is to know from which source the
respondents came to know about Vodafone
15%

Advertisements
36%

20%

Hoardings
Newspapers

30%

Mouth Publicity

Interpretation:

36% of the respondents are aware about Vodafone through Advertisements,

29% are aware because of Hoardings while 20% and 15% of the respondents
are aware because of Newspapers and Mouth Publicity respectively.

RESULTS
Q3) Are you aware about Vodafone?

Purpose:
The purpose behind this question is to know
about the awareness of Vodafone among all the
respondents

Q4) From which source you came to

know about Vodafone?

Purpose:

The purpose behind this question is to know

from which source the respondents came to
know about Vodafone

awareness
15%

Advertisements
36%

13
20%

87

Newspapers

yes no

Mouth Publicity

30%

Interpretation:

Here 87% of respondents are aware about

Vodafone Services.

Hoardings

Interpretation:

36% of the respondents are aware about

Vodafone through Advertisements, 29% are
aware because of Hoardings while 20% and
15% of the respondents are aware because of
Newspapers and Mouth Publicity respectively.

RESULTS

Q5) Since how long you are using

Vodafone Services?

Purpose:

The purpose behind this question is to know

about the usage time of Vodafone customers
i.e. since how long they are using Vodafone
services.

Q6) Which of the following services do

you use of Vodafone?

14%
39%

22%

The purpose behind this question is to know

which services do the Vodafone customer use,
Pre-Paid or Post-Paid.

Less than 1
month

16%

2-6 months

Prepaid

6-12 months
25%

More than 1 year

Interpretation:

Major Respondents using Vodafone are old

customers. 39% of the respondents use
Vodafone services from past more than 1
year while the lowest is 14% respondents
using Vodafone services less than 1 month.

Purpose:

84%

Interpretation:

84% of the respondents use pre-paid

services while only 16% of the respondents
use post-paid services.

Q5. SINCE HOW LONG YOU ARE USING VODAFONE SERVICES?

Purpose:

The purpose behind this question is to know about the usage

time of Vodafone customers i.e. since how long they are using
Vodafone services.
14%
Less than 1 month

39%
22%

2-6 months
6-12 months
More than 1 year

25%

Interpretation:

Major Respondents using Vodafone are old customers. 39% of

the respondents use Vodafone services from past more than 1
year while the lowest is 14% respondents using Vodafone
services less than 1 month.

Q6) WHICH OF THE FOLLOWING SERVICES DO YOU USE OF VODAFONE?

Purpose:
The purpose behind this question is to know which services do
the Vodafone customer use, Pre-Paid or Post-Paid.
16%

Pre-paid
Post-paid

84%

Interpretation:
84% of the respondents use pre-paid services while only 16% of
the respondents use post-paid services.

RESULTS

Q7) Which services are more helpful to you

while using Vodafone Services?

Purpose:

The purpose behind this question is to know

which services are more helpful to the respondent
while using Vodafone.

15%

21%

28%
37%

Q8) Do you call at customer care?

Purpose:

The purpose of this question is to know how

many times and how often the respondents
call at customer care of Vodafone.

Call Rates
SMS
services

13%

Network

Yes

Value
Added
services

No

Interpretation:

Here major Respondents are youngsters so they

mainly use SMS services of Vodafone. 37% of the
respondents use Vodafone for SMS services while
only 14% of the respondents use Vodafone for
Value Added Services.

87%

Interpretation:

87% of the respondent calls at

customer care while 13% respondents do
not call at customer care.

Q7) WHICH SERVICES ARE MORE HELPFUL

TO YOU WHILE
USING VODAFONE
SERVICES?
Purpose:
The purpose behind this question is to know which services are more
helpful to the respondent while using Vodafone .
15%

21%

Call Rates
SMS services

28%

Network
37%

Value Added
services

Interpretation:
Here major Respondents are youngsters so they mainly use SMS services
of Vodafone. 37% of the respondents use Vodafone for SMS services while
only 14% of the respondents use Vodafone for Value Added Services.

Q8) DO YOU CALL AT CUSTOMER CARE?

Purpose:
The purpose of this question is
to know how many times and
how often the respondents
call at customer care of
Vodafone.

If yes, how often you call at

customer care?
7%
16%

Daily
Once a week

46%

Once a month
32%

13%

Occasionally

Yes
No
87%

Interpretation:

87% of the respondent calls

at customer care while 13%
respondents do not call at
customer care.

Interpretation

Major respondents here call

customer care occasionally. 31%
respondents call customer care
once a month while 16% and
7% of respondents call once a
week and daily respectively.

Q9) FOR WHAT REASON YOU CALL AT CUSTOMER CARE ?

Purpose:
The main purpose of this question is to know the reason of
the respondents regarding calling at customer care.

17%

Value Added Services

30%
19%

Information regarding
new schemes
Complaining
Other queries

34%

Interpretation:
34% of respondents call at customer care for complaining purpose
while 30%, 19% and 17% of respondents call customer care for
other queries, information regarding new schemes and value added
services respectively.

RESULTS
Q9) For what reason you call at customer care?
Purpose:
The main purpose of this question is to know the reason of the
respondents regarding calling at customer care.

17%

30%

19%

Value Added Services

Information regarding
new schemes
Complaining
Other queries

34%

Interpretation:
34% of respondents call at customer care for complaining purpose
while 30%, 19% and 17% of respondents call customer care for other
queries, information regarding new schemes and value added
services respectively.

Q10) RATE ON THE BASIC OF

YOUR SATISFACTION.
Services
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

Poor
Average
Fairly Good
Very Good
Excellent

 Network:

SMS Rates:

Purpose:
The purpose of this analysis is to
know the perspective of the
customers of Vodafone regarding
network service
.
Network

The purpose of this analysis is to

know the perspective of the
customers of vodafone regarding
Rates of SMS.

SMS Rates

Excellent
36%

20%

Excellent
3% 7%

Very Good

8% 3%

Purpose:

Fairly Good

28%

Very Good
22%

Fairly Good

Average

Average

Poor

Poor

33%

40%

Interpretation:
Here major respondents are satisfy with
the network coverage. 36% of the
respondents are rate the Vodafones
network excellent, 33% rate it very
good, 20% rate it farely good while 8%
and 3% rate it average and poor.

Interpretation:

Here major respondents are not much

satisfied with the SMS rates of Vodafone
as major respondents are youngsters. 7%
of respondents rate it excellent, 22% rate
it very good, 40% rate it fairly good, 28%
rate it average, 3% rate it poor.

New Schemes and Offers:

Customer Care:

Purpose:

The main purpose of this analysis is

to the respondents perspective
related to the new schemes and
offers provided by Vodafone.

New schemes and offers

Purpose:

The main purpose of this analysis is

to know about the satisfaction of
customer care service provided by
Vodafone to their customers.

Customer Care

Excellent

Excellent

Very Good

11% 3%
16%

17%

Fairly Good

Average
38%

31%

Very Good

6% 7%

Fairly Good

37%

Poor

Average
Poor

33%

Interpretation:
Here major respondents are not
much satisfied with new schemes
and offers of Vodafone. 38%
respondents rate new schemes and
offers as average, 31% respondents
rate it as fairly good, 16% rate it as
very good while 12% and 3% rate it
as poor and excellent respectively.

Interpretation:

Customer care service of Vodafone

is better compared to some of the
other services. 37% respondents
rate it as very good, 33% rate it as
fairly good, 17% rate it as average,
and 6% and 7% rate it as poor and
excellent respectively.

 Recharge Outlets:
Purpose:

The purpose behind this analysis

is to know about the satisfaction
of the Vodafone customers
regarding recharge outlets.

Call Rates
Excellent

Excellent
16%

Very Good
Fairly Good

3% 2%
23%

22%

36%

Recharge outlets of Vodafone are

majorly rated on fairly good and
very good basis. 36% of the
respondents rate it as fairly
good, 32% rate it as very good,
16% rate it as average, 14% rate
it excellent and 2% respondents
rate it as poor.

Fairly Good
Poor

Poor

Interpretation:

Very Good
Average

Average
32%

Purpose:

The purpose behind this analysis is to

know about the perception of vodafone
customers regarding different call rates.

Recharge Outlets
2% 14%

Call Rates:

49%

Interpretation:

Major percentage of respondents are not

happy with the call rates of Vodafone.
49% of respondents rate call rates of
Vodafone as fairly good, 23% rate it as
very good, 22% rate it as average while
4% and 2% respondent rate it as poor
and excellent respectively

 Value Added Services:

Purpose:
The purpose behind this analysis is to know about the
perception of Vodafone customers regarding Value Added
Services.

Value Added Service

Excellent

7% 10%

Very Good
Fairly Good

22%
28%

Average
Poor

33%

Interpretation:
Value added services of Vodafone are quite feasible as
compared to some of the other services. 33%
respondents rate it as fairly good, 28% rate it as very
good, 22% rate it as average while 10% and 7% rate it as
excellent and poor respectively.

RESULTS

Q13) Would you like to recommend

Vodafone to others?

15% 15%

Lack of
awareness

Purpose:

The purpose of this question is to know the

recommendations of the respondents
towards Vodafone whether they would like
to recommend the Vodafone services to
others or not.

High Prices

23%
46%

10%

Poor services

Yes

Poor Network

No

Interpretation:

6 dont use Vodafone services

because of high prices. 3
respondents dont use Vodafone
services because of poor services
while 2 respondents each dont use
Vodafone services because of lack
of awareness and poor network.

90%

Interpretation:

90% of the Vodafone customers would like

to recommend Vodafone services to others
while 10% of the Vodafone Customers wont
recommend to others.

Q12) WHY YOU ARE NOT USING

VODAFONE SERVICES?

15% 15%

Lack of awareness
High Prices

23%

Poor services
46%

Poor Network

Interpretation:
6 dont use Vodafone services because of high prices. 3 respondents dont use Vodafone services because of poor
services while 2 respondents each dont use Vodafone services because of lack of awareness and poor network.

Q11. WHY YOU ARE NOT USING VODAFONE

SERVICES ?
Purpose:
The purpose of this question is to know why other respondents do not use
Vodafone services.

15% 15%

Lack of awareness
High Prices

23%

Poor services
46%

Poor Network

Interpretation:

6 dont use Vodafone services because of high prices. 3 respondents dont

use Vodafone services because of poor services while 2 respondents each
dont use Vodafone services because of lack of awareness and poor network.

Q12. WOULD YOU LIKE TO RECOMMEND VODAFONE TO OTHERS?

Purpose:
The purpose of this question is to know the recommendations of the
respondents towards Vodafone whether they would like to recommend the
Vodafone services to others or not.
10%
Yes
No
90%

Interpretation:
90% of the Vodafone customers would like to recommend Vodafone
services to others while 10% of the Vodafone Customers wont recommend
to others.

FINDINGS
93% of the respondents have a mobile phone while 7% of the respondents do not have
a mobile phone.
100% of the respondents are aware about telecommunications services.
16% of the respondents use Airtel , 6% respondents use Idea while 12%, 4% and 2%
respondents use Reliance, BSNL and Tata Indicom respectively.
100% of respondents are aware about Vodafone Services.
36% of the respondents are aware about Vodafone through Advertisements, 29% are
aware because of Hoardings while 20% and 15% of the respondents are aware because
of Newspapers and Mouth Publicity respectively.
39% of the respondents use Vodafone services from past more than 1 year while the
lowest is 14% respondents using Vodafone services less than 1 month.
84% of the respondents use pre-paid services while only 16% of the respondents use
post-paid services.
37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
87% of the respondent calls at customer care while 13% respondents do not call at
customer care.

CONCLUSIONS
From the above analysis the researcher concludes that major
respondents are dissatisfied with some of the major services like
call rates, SMS rates and new schemes & offers.
Major respondents from all respondents use services of Vodafone.
Major customers of Vodafone are old customers so many of the
respondents are satisfied with the services of Vodafone and thus
they would like to recommend Vodafone to others.
Major respondents using Vodafone use pre-paid services compared
to post-paid services.
Major respondents are youngsters so they need more SMS facilities
and low call rates, but Vodafone dissatisfies these age group (1824) as their call rates and SMS rates are much high.

SUGGESTIONS
Vodafone should decrease call rates for local users.
Vodafone should provide more offers to Post-Paid customers so
that the number of Post-Paid customers increase.
Vodafone should bring introduce some new SMS schemes for
the youngsters.
Vodafone should introduce more schemes and offers.
Vodafone should provide more schemes and offers to its old
customers.
Vodafone should decrease call rates of STD and ISD.