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CUSTOMER SATISFACTION
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JIWAJI UNIVERSITY, GWALIOR SUPERVISED BY Nitin Jain (S.M. Idea cellular Ltd.) SUBMITTED BY Uma Shankar (Marketing) MBA III Sem Roll No. : 1291311 2012-14 SUBMITTED TO Bhuvanesh Sharma
(Asst. Professor)
DECLARATION
It is hereby declared that the Summer Training Report entitled Customer Satisfaction has been prepared as the part for the completion of the degree of masters of business administration from BVM College of Management Education and it is based on the original research work and will be used only for the academic purpose. It will not be produced in any condition as a source of information to an industry.
Date: Place:
ACKNOWLEDGEMENT
It is privilege to express my gratitude & sincere thanks to BVM College of Management Education, Gwalior has given us the opportunity to Summer training report on the topic Customer Satisfaction. I am thankful to Dr. Smriti Singh (HOD) Management Department. I express my sincere thanks to my project guide, Mr. Bhuvanesh Sharma Asst. Professor Management Department, for guiding me right form the inception till the successful Completion of the project. I sincerely acknowledge him for extending their valuable guidance, support for literature, critical reviews of project and the report and above all the moral support he/she/they had provided to me with all stages of this project. I would also like to thank the supporting staff management Department, for their help and cooperation throughout our project.
TABLE OF CONTENTS TOPIC Chapter 1. INTRODUCTION OF THE COMPANY 1.1 History of the organization & its objectives 1.2 Organization Structure 1.3 Financial Performance 1.4 Personnel Policies 1.5 Product and Operations 1.6 1.7 Layout and Quality Control Marketing PAGE NO.
1.8 Strength and Weakness 1.9 Special Points Chapter 2. Research Methodology 2.1 Topic 2.2 The Study And Its Objectives 2.3 The Sample 2.4 The Tools 2.4.1 for Data Collection 2.4.2 for Data Analysis Chapter 3. Findings & Interpretation Chapter 4. Implications & Suggestions Chapter 5. Conclusion Bibliography References Annexure
INTRODUCTION
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy
has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured.
As suggested earlier, intangibles arc not produced only in the service sector of the economy. Manufacturers such as Boeing Airplane Company and Ford Motor Company also produce products on the right end of the spectrum, both for sale to external consumers and to support internal production processes. For example, Boeing has provided consulting services and demand forecasting services for its airline customers. And within Boeing large departments (such as data processing and legal services) provide Internal services to the organization.
Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: What types of expectation standards do customers hold about services? What factors most influence the formation of these
expectations? what role do these factors play in changing expectations? How can a service company meet or exceed customer expectations.
Because expectations play such a critical role in customer evaluation of services, marketers need and want to understand the factors that shape them. Marketers would also like to have control over these factors as well. But many of the forces that influence customer expectations are uncontrollable. In this section of the chapter we try to separate the many influences on customer expectations.
customer expectations are driven by another person or group of people. A niece from a big family who is planning a 90th birthday party for a favorite aunt is representing the entire family in selecting a restaurant for a successful celebration. Her needs are driven in part by the derived expectations from the other family members. A parent choosing a vacation for the family, a spouse selecting a home-cleaning service.
Satisfaction is the consumer's fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment. In less technical terms, we translate this definition to mean that satisfactorily is the customers' evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service
In addition to a sense of fulfillment in the knowledge that one's needs have been met, satisfaction can also be related to other types of feelings, depending on the particular context or type of service. For example, satisfaction can be viewed as contentment-more. of a passive response that consumers may associate with services they don't think a lot about or services that they receive routinely over time' Satisfaction may also be associated with feelings of pleasure for services that make the consumer feel good or are associated with a sense of happiness. For those services that really surprise the consumer in a positive way, satisfaction may mean delight. And in some situations, where the removal
of a negative leads to satisfaction, the consumer may associate a sense of relief with satisfaction. It is also important to recognize that although we tend to measure consumer satisfaction at a particular point in time as if it were static, satisfaction is a dynamic, moving target that may evolve over time, influenced by a variety of factors. Particularly when product usage or the service experience takes place over time, satisfaction maybe rightly variable depending on which point in the usage or experience cycle one is focusing on. Similarly, in the case of very new services or a service not previously experienced, customer expectations may be barely forming at the point of initial purchase, these expectations will solidify as the process unfolds and the consumer begins to form his or her perceptions. Through the service cycle the consumer may have a variety of different experiences, some good, some not good-and each will ultimately impact satisfaction.
Consumer Emotions
Customers' emotions can also affect their perceptions of satisfaction -with products and services. These emotions can be stable, preexisting emotions-for example, mood state or life satisfaction. Think of times when you are a very happy stage in your life (such as when you are on vacation), and your good, happy mood and positive frame of mind have influenced how you feel about the services you experience. Alternatively, when you are in a bad mood your negative feelings may carry over into how you respond to services, causing you to overreact or respond negatively to any little problem.
Specific emotions may also be induced by the consumption experience itself, influencing a consumer's satisfaction with the service. Research done in a river-rafting context showed that the river guides had a strong effect on their customers' emotional responses to the trip and that those feelings (both positive and negative) were linked to
overall trip satisfaction. positive emotions such has, happiness pleasure, elation, and a sense of warm-heartedness enhanced customers' satisfaction with the rafting trip. In turn, negative emotions such as sadness, sorrow, regret, and anger led to diminished customer satisfaction. Overall, in the rafting context, positive emotions had a stronger effect than negative ones. Similar effects of emotions on satisfaction were found in a Finnish study that looked at consumers' satisfaction with a government labor bureau, service.l6 In that study, negative emotions including anger, depression, guilt, and humiliation had astrong effect on customers, dissatisfaction ratings.
Customer satisfaction is also influenced by perceptions of equity and fairness.2o Customers ask them selves: Have I been treated fairly compared with other customers'? Did other customers get better treatment, better prices, or better quality service? Did I pay a fair price for the service? Was I treated well in exchange for what I paid and the effort I expended? Notions of fairness are central to customers' perceptions of satisfaction with products and services. The example of Sears Auto Centers division illustrates consumers' strong reactions to unfair treatment. Over a decade ago the division was charged with defrauding customers in 44 states by performing unnecessary repairs. Sears employees had been rewarded based on the quantity of repairs sold resulting in substantial unnecessary charges to customers. The $27-million Sears paid settling complaints and the additional loss of business all resulted from extreme dissatisfaction of its customers over the unfair treatment.
Satisfaction Barometer introduced in 1989. Through out the 1990s similar indexes were introduced in Germany (Deutsche Kundenbarometer, or DK, in 1992), the United States (American Customer Satisfaction Index, ACSI, in 1994), and Switzerland (Swiss Index of Customer Satisfaction, SWICS, in 1998).
CELLULAR SERVICES IN B.V.M. COLLEGE OF MANAGEMENT AND EDUCATION has been undertaken.
DOCOMO,UNINOR, VODAFONE, MTS and RELIANCE in. Sri Kalahasti. This will benefit company in making their future marketing decisions.
RESEARCH DESIGN:
Research Methodology include seven stages that to be followed sequentially. Those are listed below. 1. First the problem has to be defined and determined. Knowing the need of the study can do this. 2. The information that is required for solving the problem has to be specifically defined. 3. In this stage source from which the information can be obtained is identified 4. The next step is to obtain information through data collection techniques. 5. The obtained information is processed to get the required output 6. The findings from the processed information are then interpreted. 7. Lastly the findings are presented.
The research design is the basic framework that provides guidelines for the rest of the research process. The research design specifies the method of data collection and analysis. Research was undertaken in B.V.M. COLLEGE OF MANAGEMENT AND EDUCATION during JUNE 2010 to AUGUST 2010.
2) DATA SOURCES:
Data sources are the sources from which we get the information. Data collected through company approved questionnaires have been used as the primary source of data and also usage of secondary data wherever applicable.
PRIMARY DATA
To understand the customer of newspaper in terms of brand choice and brand perceptions, primary data is necessary. By using primary data, collection method, consumers were collected. (COLLECT or Gather consumer responses). This was done with the help of fully prepared structured questionnaires with a prescribed sequence of open ended, and closed ended questions, multiple choices, discriminate, rating and ranking to capture the appropriate responses from the respondents.
SECONDARY DATA
This was collected through oral communication. Secondary data about the company profile and other details were collected from the company brochures through personal discussions with the company managers .Data pertaining to newspaper industry has been obtained through the book The Mass Media and You by Desmond A.D. Abcro.
SAMPLING PROCEDURE
A sample of 120 respondents belonging to different areas in B.V.M. COLLEGE OF MANAGEMENT AND EDUCATION was drawn. The sample was divided into different groups in such a way that it will represent different categories of the people.
SAMPLING TECHNIQUE
The location was chosen on a random basis. Even this sample was chosen by simple random sampling. A sampling technique in which every element of the population of interest has an equal probability of being included in this sample.
POPULATION:
All the Customers of IDEA have been deemed as the population of the study.
SAMPLE SIZE
The sample size is 120, and the respondents are from B.V.M. COLLEGE OF MANAGEMENT AND EDUCATION.
PERIOD OF STUDY
The period of study is 2 months duration (JUNE to AUGUST 2010).
INDUSTRY PROFILE
India is the fourth largest telecom market in Asia after China, Japan and South Korea. The Indian telecom network is the eighth largest in the world and the second largest among emerging economies. At current levels, telecom intensiveness of Indian economy measured as the ratio of telecom revenues to GDP is 2.1 percent as compared with over 2.8 percent in developed economies. Indian telecom sector has undergone a major process of transformation through significant policy reforms. The reforms began in 1980s with telecom equipment manufacturing being opened for private sector and were later followed by National Telecom Policy (NTP) in 1994 and NTP'1999. Historically, the telecom network in India was owned and managed by the Government considering it to be a natural monopoly and strategic service, best under state's control. However, in 1990's, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. India's telecom sector has shown massive upsurge in the recent years in all respects of industrial growth. From the status of state monopoly with very limited growth, it has grown in to the level of an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the people of India. This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. Removal of restrictions on foreign capital investment and industrial de-licensing resulted in fast growth of this sector. At present the country's telecom
industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone companies were present, fixed landlines were popular in most parts of the country. With government of India setting up the Telecom Regulatory Authority of India, and measures to allow new players country, the featured products in the segment came in to prominence. Today the industry offers services such as fixed landlines, WLL, GSM mobiles, CDMA and IP services to customers. Increasing competition among players allowed the prices drastically down by making the mobile facility accessible to the urban middle class population, and to a great extends in the rural areas. Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar, BPL, Tata, Idea, etc. With the growth of telecom services, telecom equipment and accessories manufacturing has also grown in a big way.
Fixed-line Telephony
Mobile Telephony
The leading cellular service providers have the following number of subscribers
Service Provider Reliance Tata IDEA CELLULAR SERVICES MTNL BSNL vodafone Idea Spice BPL Aircel
8.88 crores
40.03 lakhs 4.27 crores 6.33 crores 4 crores 25.56 lakhs 20.07 lakhs 1.03 crore
IDEA CELLULAR SERVICES has the largest customer base with 31% market share, followed by Hutch and BSNL with each holding 22% market share. The 2009 budget has brought further relief to the customers with the reduction in the tariffs, both local and long distance, and with slashing down the roaming rentals. This is likely to lead to even more people going for cellular services and more and more use of the value added services. However, landline telephony is likely to remain popular, too, in the foreseeable future. MTNL, the largest landline service provider, has recently taken some bold initiatives to retain its market share and, if possible, expand it.
"The Decade of 1980's saw private sector being allowed in telecommunications equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to give focus to telecommunications policy formation. In 1990s, telecommunications sector also benefited from the general opening up of the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. Availability of telephones on demand (targeted by 1997) Universal service covering all villages and one PCO per 500 persons in urban areas at the earliest (targeted to be achieved by 1997) Telecom services at affordable and reasonable prices World standard quality of services
Telecommunication Services
Telecommunication services include Basic service, Cellular service, and Internet Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Government of India (GOI) plans to introduce a unified license for all telecommunication services in India, and has already allowed full mobility to wireless in local loop (WLL) operators as a first step. Telecom services are growing at an approximate rate of around 5 percent per
year in terms of revenue and mere 10 % in terms of subscriber base in last five years. Partly the result is due to negative growth in NLD market (-14% Rs 51,410 million from Rs 59,880 million) and ILD market (-13% Rs 43,460 million from Rs 50,010 million) in 2003-04. Amongst telecom services, cellular services are the fastest growing, with CAGR of 40 percent over the past four years. Telecommunications Regulatory Authority of India (TRAI) expects that the total number of cellular connections would bypass the total number of fixed line connections by late 2004 and early 2005. (As on March 2004 subscriber base of cellular operators is 33 million and basic operator is 42.84 million) During the past three years, in terms of subscriber base telecommunications services have been growing at a CAGR of nearly 22%, owing largely to the rapid increase in cellular service subscribers.
Growth Drivers
The Government has allowed unlimited competition in the basic sector. Considering the inherent advantage of scale that the incumbent state operators have, the private companies are setting their networks very selectively and targeting corporate clients with value added services. The government has introduced unified license for fixed and mobile service providers. This allows all phone companies to become mobile
operators by offering cellular and landline/WLL-M services under a single authorization, ending service-specific licensing. Indian fixed line network is likely to expand as the current low level of telephone penetration is very low coupled with the unmet demand for connections. India's fixed line telecom network is estimated to expand to about 47 million by March 2005 from 43 million in March 2004. The rate of growth in services revenues is however, likely to be lower in comparison with the pace of increase in the number of fixed lines.
Regulatory Structure The lack of clarity in the regulatory structure has made it difficult to predict the prospects for this industry. This uncertainty has best been typified by the issuance of a fourth license and the controversies with reference to limited mobility players. The Cellular Services was thrown open for third & fourth Service providers in 2002. The number of service providers increased to 68 in the year 2002-03 from 42.
Growth Drivers
Opening up of international and domestic long distance telephony services are growth drivers in the industry. Cellular operators now get substantial revenue from these services, and compensate them for reduction in tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand.
Internet has become very easily accessible with cyber cafes /kiosks increasing their density, not only in the metro towns but also in semi-urban towns. There is no restriction on the number of internet companies and more than 185 companies are operational. Internet telephony has been allowed officially from 1 April 2002. The growing demand of corporates for applications such as Electronic Commerce, internet leased lines, ISDN, VPN etc is driving the growth of the internet services market. However, the industry continues to face a number of bottlenecks in terms of regulatory
treatment of ISPs, high bandwidth prices, low PC penetration, high cost of telephone access etc.
Telecommunication Equipment
The domestic industry is worth Rs 303,000 million and has made little progress in comparison to the development of Telecom services in the country. The industry is faced with two major challenges: India is being steadily opened up to the global market, as trade restrictions are done away with, resulting in crashing ofimport duties across the board and easy movement of goods from overseas. It is forecasted that by 2005, imported telecom equipment will account for 75% of the Expenditure on telecom equipment in India. Secondly, to cut down on operations costs, US, European and East Asian multinationals are outsourcing manufacturing to cheaper destinations in Taiwan and China. (Refer to Appendix 5 for more details on this segment).
Growth Drivers
" Growth in the telecom equipment market is expected to be driven by an increasing demand for telecom services. " Key players like BSNL, Bharti, Reliance, BATATA, BPL and Hutchison will drive equipment market growth. Transmission equipment, cable and terminal equipment are expected to drive the market in the years to come. Also switching systems will remain a big market, with a size of around Rs 50 billion (CERC).
CELLULAR TECHNOLOGY
In a cellular system the geographical area is dived into adjacent. Not overlapping, hexagonal shaped cells. Each cell has its own transmitter and receiver (called base stations) to communicate with the mobile units in that cell; a mobile switching station coordinates the handoff of mobile units crossing cell boundaries. Cellular system are based on the concept of frequency reuse: the same frequency is used by several sites which are fare enough from one another, resulting in a tremendous gain in system capacity. The counterpart is the increased complexity both for the network and the mobile stations, which must be able to select a station among several possibilities and the infrastructure cost because of the number of different sites. The system hands over calls from transmitter to transmitter as customers move around in their vehicles. This new techniques would allow more customers access to the system simultaneously and when more capacity which is popularly known as CELL SPLITTING. One of the most important concepts for any cellular telephone system is that of multiple accesses meaning that multiple simultaneous users can be supported through frequency reuse. In other words a large number of users share a common pool of radio channels and any user can again access to any channel (each user is not always assigned to the same channel). A channel can be thought as merely a portion of the limited radio spectrum which is temporarily allocated for a specific purpose, such as someones phone cell.
STN
A schematic overview of the GSM System is shown in the figure given below. The system is composed of three main elements; the switching sub-system, the base station sub-system and the mobile. The switching part makes the connection between the two users, the base station part controls the communication across the radio interface, and the mobile acts as the transmitter
Mobile station
The best known part of the cellular network is certainly the mobile stations. Different types of mobile stations are distinguished by power and application. A significant architectural aspect of the MS relates to the concept of subscriber identity Module (SIM). The SIM card contains a unique international Mobile subscriber identity (ISMI) used to identify the subscriber to the system. The SIM is basically a smart card containing the entire subscriber related information on the users side of the radio interface.
A potential user may off course buy mobile equipment. But he may also lease borrow the equipment or purchase it through other channels fixed mobile stations are permanently installed in a card and may have a maximum allowed RF output of up to
20W. Portable (bag phones) can emit up to 8W and hand held portable units up to 20 with second Generation mobile (on the market since 1993), the GSM system is becoming more and more attractive. Hand portable units are becoming much smaller and are coming with numerous features on it. This is giving the system boost popularity, especially in those markets with a particular demand for small mobiles such as in Asian and Pacific areas.
BASE STATION OR BASE TRANSCEIVER STATION The counterpart to a mobile station within a cellular network is the base transceiver station (BTS). This is the mobiles interface to the network. Each cell site is equipped with a BTS is usually located of radio equipment that provides coverage within a cell. The transmitting power of the BTS is usually located in the center of a cell. A cell site is used to refer to the physical location of radio equipment that provides coverage within a cell. The transmitting power of the BTS determines the absolute cell size.
The BTS houses the radio transceivers that define a cell and handles the radio link protocols with the mobile station. BTS are placed in the field to transfer a cell to customers handsets and there are between one and sixteen transceiver each of which represents a separate RF channel. A BTS may cover an area of 30-40 sq Kms. However in a congested, urban location the BTS coverage is much smaller. BTS can be considered as complex radio modems and have littler other function. A list of hardware located at a cell site includes power sources, interface equipment, radio frequency transmitters and receivers and antenna systems. Base Station Controller BSC: Base station controller is in contact with the switches of NSS. It monitors and controls several base stations, the number of which depends of the manufacturer and can be between several tens and several hundred of stations. A typical BSC can manage from one BTS to the entire BTS in service area, depending on their traffic capacity. The chief tasks of the BSC are frequency administration the control of a BTS and exchange functions. It handles radio channels setup, frequency hopping and handovers. The BSC is the connection between the mobile station and the mobile service switching center and
is charge of all radio interface management through the remote command of the BTS and the mobile station, mainly the allocation and release of radio channels and the handover management. The BSC is connected on one side, to several BTSs and on the other side, to the network and switching sub system (more appropriately to a mobile switching centre). A BSC is in fact a small switch with substantial computations capability. The hardware of the BSC may be located at the same side as the BTS, s its own standalone site or the site of the Mobile switching centre (MSC). BSC and BTS together form a functional entity some times referred to as entity some time referred to as the
with BSS on one other side (through which it is contact with GSM users) and with the external networks on the other. The NSSs also need to interface with the external networks to make use of their capability to transport user data or signaling between GSM entitles. In particular, the NSS make use of a signaling support network at least partly external to GSM, usually referred to as the SS7 network.
The IMSI is permanently stored on the SIM card. The IMSI is one of the pieces of important information used to identity a subscriber within GSM system. The first three digits of the IMSI identify the Mobile country code (MNC). Up to ten additional digits of the mobile subscriber identification number (MSIC) complete the IMSI.
Visitor Location Register The VRL contains the relevant data of al mobiles currently located in a serving [g] MSC. It is the database that contains temporary storing subscription data for those subscribers currently situated in the service area of the corresponding MSC as well as holding data on their location at a more precise level than the HLR. The VLR is always integrated with MSC. The permanent data are the same as data found in the HLR; the temporary mobile subscriber identity (TMSI), which is used for limited periods of time to prevent the transmission of the IMSI serves to protect the subscriber from high technology of the TMSI for the IMSI Service to protect the subscriber from high technology intruders and helps point to the location of the mobile station through the cell identity.
The VLR has to support the [G] MSC during a call establishment and an authentication procedure as it furnished data specific to the subscriber. Locating subscriber data in the VLR as well as in the HLR, reduces the data traffic to the HLR because it is not necessary to ask for these data every time they are needed. Another reason for strong the identical data at low different locations (in the HLR & VLR ) is the each serves a different purpose. The HLR has to prove the GMSC with the necessary subscriber data when a call is coming from the public network. The VLR on the other hand serves the opposite function. Providing the host (G) MSC with the necessary subscriber data when a call is coming from mobile station.
Authentication center
The Authentication center (AC) is related to the HLR. It provides the HLR with different set of parameters to complete the authentication of a mobile station. The AC knows exactly which algorithms it has to use for a specific subscriber in order to calculate input values and issues to required results. Since all the algorithms for the authentication procedures are stored within AC, they are protected against abuse. The SIM card issued in area assigned to AC contains the same algorithms for authentication as the AC does. If the AC provides input and output parameters for these algorithms to either the HLR or the VLR, either location Register can verify (authenticate) the mobile station.
The Operation & Maintenance center (OMC) has access to both the (G) MSC and the BSC, handless error messages coming from the network and control the traffic load of the BSC and the BTS. The OMC configures the BTS via the BSC and allows the operator to check the attached components of the system. As the cells become smaller and the number of base station increases. It will not be possible in the future
COMPANY PROFILE
The established service areas are Delhi, Andhra Pradesh, Gujarat, Maharashtra, Haryana, Kerala, Madhya Pradesh and Uttar Pradesh (West). Licenses for the Maharashtra and Gujarat Service Areas were awarded in December 1995, with network rollout and commercial launch achieved in 1997. In January 2001 the mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a merger with Tata Cellular Limited. In June 2001, the mobile operations in Madhya Pradesh Service Area were fully integrated with IDEA through an acquisition of RPG Cellcom Limited. In October 2001, the license for Delhi Service Area was acquired during the fourth mobile license auction, with network rollout and commercial launch in November 2002. In January 2004, Escotel Mobile Communications Private Limited ("Escotel"), was acquired with its original licenses in the Service Areas of Haryana, Uttar Pradesh (West) and Kerala. All these Service Areas were re-branded and integrated with IDEA in June 2004. Call forwarding
Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet using
VOICE MAIL
Cell One Voice Mail Service ensures that the customers never miss their calls even when their phone is busy, switched off, out of coverage, or the customer is simply too busy to take the call. In such cases, Cell One VMS greets the caller and records a message from the caller, which the customer can retrieve later at his convenience from anywhere in the world. This is available to all post-paid customers.
5. The subscribers who need to have the GPRS settings for activating their GPRS subscription on their GPRS handsets can click here. 6. The Companies who are interested in becoming the partners of IDEA.
7. NEWSPAPER service: This is a new value added service under cellular services (both prepaid and postpaid GPRS subscribers) in the name of "MOBILE NEWSPAPER" the WAP portal of IDEA "Cell One Safari".
SMS
Mobile to Mobile Messaging is a revolutionary new means of communication that allows Cell One mobile subscribers to send a short text message instantaneously to any other mobile subscriber. We can type down the message and send it to any mobile. The message can be of 160-character length including spaces, punctuation and special characters. The system sends the confirmation about the delivery of the message to the sender as soon as the message is delivered .If the called number is busy or out of coverage area, the system periodically monitors the status of the called number and sends the message as soon as it becomes active. IDEA provides national and International SMS facility to its post and pre-paid customers at very cheap price.
CALL FORWARDING
In case we are in a meeting or our Cell phone is switched off, using the Call Forwarding feature, we can forward our calls on a fixed line or a cell phone where someone can see messages on your behalf. You can also forward an incoming call while speaking to someone.
CALL CONFERENCE
There are times when we have wished that we could speak to a group of people simultaneously. May be wanted to gossip with friends, or hold discussions with clients. Now we can have the privilege of a teleconference with up to 6 people, at the punch of a few buttons
CALL WAITING
This feature enables us to speak to two callers, one at a time, without hanging up on either one of them. When this network service is activated, the network notifies we of a new incoming call while we have a call in progress. If another person tries calling us midway through a conversation, he/she will hear a message informing him/her that your line is busy, while you will hear beeps at intervals. We can accept the second call while putting the first call on hold.
FAX-Message
This feature will enable the subscriber to sent/receive fax message. The fax can be sent/received to/by the subscriber either through IDEA UMN account or using fax machine. This feature will enable the subscriber to send/receive E-mail. The subscriber has to get IDEA UMN account for this feature.
PRODUCT PROFILE
Product Name
Year
Month
Sales Quantity
2010
03
0.00
118502.21
100.00
Handsets/DataCards - Traded
2010
03
0.00
0.22
0.00
2009
03
0.00
98383.47
99.81
Handsets/DataCards
2009
03
92703.00
187.33
ANALYSIS
This chapter the percentage based analysis of the questionnaire that has been presented been presented before 120 respondents in order to know the customer satisfaction towards IDEA Cellular services providers. Here the data collected through the questionnaire has been tabulated with table interpretations and inferences drawn from the tabulated data. This chapter forms the base for the whole study through its findings and suggestions. This particular chapter can be states as the pivotal chapter of the whole study.
RESULTS
Interpretation of results is the so what? of research. Research is wasted and useless it influences action. So as to make effective utilization of the research, the researcher has tried to provide suggestions so as to improve the overall satisfaction level of customers. The names of the books, journals, records etc.., have been given in bibliography section at the end of the report.
NO OF RESPODENTS 21 50 42 7 120
Age
60 50 40 30 20 10 0 15-20 20-35 35-50 Above50 years 7 21 Respondents 50 42
INFERENCE:
Most of the cell phone users age between20-35years have taken with in 41.60% we have observe the above table for 50 years persons having 5.4%.
12
35 55
INFERENCE:
Most of the business people are using the idea services 45.84% and 29.12% Employees, 15%of students and 10% of others are using idea services.
FROM HOW MANY YEARS ARE YOU CUSTOMER FOR IDEA SERVICE.
TABLE-3
NO.OF CUSTOMERS Below one year 1-2years 2-5years Above 5years Total RESPONDENTS 30 52 34 21 120 PERCENTAGE 10.83 43.33 28.33 17.51 100
from how many years are you customer for idea service
60 50 40 30 20 10 0 52 30 34 21 Respondents
Above 5years
INFERENCE:
Most of the cell phone users have taken idea service 1-2 yrs is 47.5%, 2-5 yrs customers are 45%, above 5 yrs are 17.5% and fresh customers are 9.17%
NO. OF SERVICES Pre paid Post paid Total RESPONDENTS 97 23 120 PERCENTAGE 80.83 19.17 100
INFERFERENCE:
Most of the respondents are using Pre Paid service 80.83% and Post paid service respondents are 19.17%.
36
30
53
INFERENCE:
Majority of the respondents 44.17% are satisfied with the idea network and 0.83% respondents are dis satisfied.
ARE YOU SATISFIED WITH THE SALES AFTER SERVICES PROVDE BY IDEA TABLE-6
Are you satisfied with the sales after service provide by idea
60 50 40 30 20 10 0 53 47 Respondents
20
Highly satisfied
Satisfied Customers
Neutral
INFERENCE:
Majority of the respondents are satisfy with sales after services 44.17%,highly satisfied respondents are 16.16% and no respondents are dissatisfied.
INFERENCE:
Majority of the respondents 39.17% are satisfied with the idea services,38.14% respondents are neutral,19.16% respondents are highly satisfied and3.33% respondents are dissatisfied with the idea services.
NO.OF CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total RESPONDENTS 13 58 47 2 120 PERCENTAGE 10.83 48.33 39.17 1.60 100
Call rates
idea call
ARE YOU SATISFIED WITH THE CALLER TUNES PROVIDED BY IDEA TABLE-9
ROAMING NO. OF RESPONDENTS FACILITY Highly satisfied Satisfied Neutral Dis satisfied Total 10 34 56 20 120
Are you satisfied with idea caller tunes
20
56
INFERENCE:
Majority of the respondents 46.67% are neutral with the caller tune provided by idea cellular service and 16.67% respondents are dis satisfied.
CUSTOMERS NO. OF RESPONDENTS Highly satisfied Satisfied Neutral Dis satisfied Total 61 41 18 0 120 PERCENTAGE 50.83 34.17 15.00 0 100
INFERENCE:
Half of the respondents 50.83% are highly satisfied with idea school advertisement and no respondents are dis satisfied with the idea school advetisment.
49
INFERENCE:
Majority of the respondents 40.83% arte self recommended and 22.5% friends,31.67% dealers and others are5%.
35 Yes No 85
INFERENCE:
Majority of the respondents 70.83% are continuing with idea services and 29.17% are dis continuing the idea services.
IN YOUR POINT OF YOU VIEW MAIN COMPETITORS FOR IDEA SERVICES TABLE-13
NO.OF CUSTOMERS IDEA AIR TEL VODAFONE TATA DOCOMO TOTAL RESPONDENTS 24 51 38 7 120 PERCENTAGE 20.00 42.50 31.60 5.83 100
Competitors
NO.OF RESPONDENTS 16 24
60 50 40 30 20 10 0
50 30
24 16
Series1
1st
2nd Ranks
3rd
Cant say
22
Yes No
98
INFERENCE:
Majority of the respondents 81.67% are enjoying with idea advertisement and 18.33% are dis satisfied with idea advertisement.
ARE SATISFIED WITH CUSTOMER CARE SUPPORT PROVIDED BY IDEA SERVICES TABLE-16
CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total NO.OF RESPONDENTS 21 51 43 5 120 PERCENTAGE 17.5 42.5 35.83 4.17 100
Are you satisfied with customer care support provided by IDEA services
Highly satisfied Satisfied Neutral Dis satisfied
INFERENCE:
Majority of the respondents 35.83% are satisfied with customer care support provided by idea services, 4.17% of dis satisfied by customer care support provided by idea services.
47
INFERENCE:
Majority of the respondents 39.17%are neutral in their feeling about idea power services and 9.16% are dissatisfied with idea power services.
ARE YOU SATISFY THE NIGHT BALANCE TIMING FOR IDEA SERVICES COMPARE WITH OTHER COMPITETORS TABLE-18
39 Yes No 81
INFERENCE:
Majority of the respondents 67.5% are satisfied with the night balance timings and 32.5% are dissatisfied with night balance timings of idea net work compared with other services.
FINDINGS
Based on age, most of the cell phone users age between20-35years have taken with in 41.0% Major customers 45.83% business people, students 15%, employees 29.17% and others are 10% idea customers. Half of the users of idea services have been in usage for 1 years . Prepaid is the most prioritized by users compared to post paid services . Coverage, tariff of idea is the main reason to divert many users from other services followed by coverage area. All top up coupons available in the market. Every users is satisfied with overall issues of monthly bills. The main competitions are ,IDEA CELLULAR SERVICES, docomo, IDEA and reliance, among them IDEA CELLULAR SERVICES and Vodafone gives more computations in SRI KALAHASHI. Half of users of cell phone are engaged with voice communication of instead SMS, GPRS, MMS, and internet. Coverage is the main reason for using in rural areas IDEA cell services . Most of the customers mainly 87.5% want to YOUR SELF go for IDEA services. Majority of the respondents are not satisfied with night timings offers
CONCLUSION
At last I conclude that the project report undertaken by me is satisfactory and the work has got very good response from the respondents. The coverage and tariff provided by the company are very much beneficial to respondents. In the process, majority of the respondents are very positive towards the IDEA CELLULAR SERVICES. According to my research, all the respondents are provided with better service by the company.
5. From How Many Years Are You Customer For Idea Services? A)Below 1 Year C) 2-5 Years B)1-2 Years D) Above 5 Years
B) Satisfied D) Dissatisfied ]
8. Are You Satisfied With The Sales After Services Provided By Idea ? [ A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied [
9. Are You Satisfied With The Offers Provided By Idea? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied
10.Are You Satisfied With The Call Rates Provided By Idea? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied
11.Are You Satisfied With The Caller Tunes Provided By Idea ? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied
12. You Are Feeling An Idea School Advertisement? A)Highly Satisfied C)Neutral B)Satisfied D)Dissatisfied
A)Friends C)Yourself
B)Dealers D)Others [ ]
15. In Your Point Of View Main Competitors For Idea Services? A) Airtel C) Vodafone E) Tata Docomo B) MTS E) Reliance F) Tata Indicom
16. Rank of idea sevices compared with competators ? A)1 C)3 B)2 D)cant say
17.Are You satisfied with customer care support provded by idea services ? [ A)Highly Satisfied C)Neutral B)Satisfied D)Dissatisfied [ ] ]
18.Your feeling about idea power services? A)Highly Satisfied C)Neutral B)Satisfied D)Dissatisfied
20.Are you satisfy the night balance timings for idea services compare With other compotators? A)Yes B)No [ ]
Place:
Date : Signature
BIBLIOGRAPHY
1. PHILIP KOTLER MARKETING MANAGEMENT the millennium edition, New Delhi, Prentice-Hall India, Tenth Edition. 2. C.R KOTHARI QUANTITATIVE TECHNIQUES New Delhi, Vikas publishing House Pvt.Ltd., 1978, Third Edition. 3. C.R KOTHARI RESEARCH METHODOLOGY New Delhi Wishwa prakashan, 2000, Second Edition. 4. S.P GUPTHA STATISTICAL METHODS Sultan chand & Co., New Delhi.