Beruflich Dokumente
Kultur Dokumente
Ravishankar Shukla University, Raipur In the partial fulfillment for the awarded of the degree Bachelor of Business Administration Session 2009 2012 Submitted By: VIKASH GAVEL (BBA VI SEM) Approved By: Dr. S.K.Sen Principal Guided By: Mr.SUSHIL PUNWATKAR Asst. Prof.
G.D. Rungta College of Science & Technology Kohka- Kurud Road, Bhilai
Declaration
I VIKASH GAVEL undersigned solemnly declare that the report of the research work entitled A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI. is based on my own work carried out during the course of my study under the supervision of Mr.SUSHIL PUNWATKAR (Asst.Prof). I assert that the statements made and conclusions drawn are an outcome of my research work. I further declare that to the best of my knowledge and belief the report does not contain any part of any work which has been submitted for the award of BBA degree or any other degree/diploma/certificate in this University or any other University of India or abroad.
Acknowledgement
Words never seemed so inadequate to acknowledge the kind cooperation and guidance that has been received for this project. Many people have expressed their able and timely support and it is only because of them that this study was made possible. This Project report bears the imprint of many people who has extended their invaluable suggestions & co operations in its materialization. I would like to take this privilege, to specially thank respected Mr.SUSHIL PUNWATKAR, (Asst.Prof) who has given me opportunity to do this project & also for his kind support & valuable guidance which helped me to complete this project. My special thanks to respected Mr. AMIT DUBEY, RELIANCE, who has given me guidance & support during my completion of this project. I would like to express my gratitude and heartfelt thanks to my respected parents & my brother for the cooperation, encouragement & moral support.
PREFACE
I was fortunate enough to have an opportunity of doing summer training at RELIANCE. Every trainee was required to prepare a report of his working in the organization. I was assigned a project on A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI.
In this report, all the important findings of the project are included over and above an overall profile of the company RELIANCE is also given. It is hope that this report make the reader familiar with the store and also give the idea about the product and services offered by company.
TABLE OF CONTENTS
CHAPTER
CHAPTER 1 CHAPTER 2 CHAPTER 3 CHAPTER 4 CHAPTER 5
CONTENT
Introduction to the study a. Industry Profile b. Company Profile Literature Review Research Methodology a. Data Tabulation, Analysis and results b. Hypothesis Testing Findings Conclusion Recommendations / Suggestions Limitations Bibliography (references) ANNEXURE OF QUESTIONNAIRE
PAGE
1 2-9 10-11 12-22 23-28 29-30
31 32 33 34 35 36-37
The Indian telecommunication network with 110.01 million connections is the fifth largest in the world and second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007.
As on 5 march 2011 India has 882 million mobile phone subscribers. Out of 639 million are GSM users and 143 million CDMA users. Airtel, BPL, Idea, MTNL, Reliance, Vodafone, BSNL, and aircel are the main GSM service providers in India. BSNL, Reliance, Tata indicom, MTNL are the main CDMA service providers in India.
Growth
This rapid growth has been possible due to various proactive and positive decisions of the Government and contribution of both by the public and the private sector. The rapid strides in the telecom sector have been facilitated by liberal policies of the Government that provide easy market access for telecom equipment and a fair regulatory framework for offering telecom services to the Indian consumers at affordable prices.
Telecom operators added 9.88 million mobile subscribers in January 2012, taking the total telephone user base to 936.12 million The overall tele-density (telephones per 100 people) reached 77.57 per cent Broadband subscriber base increased from 13.30 million at the end of December 2011 to 13.42 million at the end of January 2012
MAJOR PLAYER
RELIANCE TATA AIRTEL BSNL IDEA AIRCEL
billion).The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National. The Global Depository Receipts and Foreign Currency Convertible Bonds are listed on Luxembourg Stock Exchange and Exchange respectively. Reliance Communications is India's truly integrated telecommunications. The Company has a customer base of 1050 million including over 2.5 million individual overseas retail customers. It ranks among the Top 5 Telecom companies in the world by number of customers in a single country.
Reliance
includes
2,100
Indian
and multinational corporations, and over 800 global, regional and domestic carriers. A pan-India, next generation, integrated (wireless and wire line), convergent (voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 24,000 towns and 6,00,000 villages has been established by Reliance Communications. Reliance Communications owns and operates the next generation IP enabled connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region. Reliance communications has its headquarters in Mumbai under the banner of Knowledge city in Navi Mumbai. It currently employees close to around 40,000 employees and are one of the fastest growing telecom companies of India.
VISION
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.
MISSION
1 .
To attain global best practices and become a world-class communication service provider-guided by its purpose to move towards greater degree of sophistication and maturity.
2 .
To work with vigor, dedication and innovation to achieve excellence in service quality,reliability, safety and customer care as the ultimate goal.
3 .
To consistently achieve high growth with the highest levels of productivity.To be a technology driven, efficient and financially sound organisation.
4 . 5 .
To contribute towards community development and nation building. To be a responsible corporate citizen nurturing human values and concern for society, the environment and above all, the people.
6 .
To promote a work culture that fosters individual growth, team spirit and creativity to overcome challenge and attain goals. To encourage
ideas, talents and value systems. 7 . To work with vigor, dedication and innovation to achieve excellence in service quality,reliability, safety and customer care as the ultimate goal.
VALUES
8 .
Reliance Communications will put customer first at all times, and built long term relationship with them.
9 .
Reliance Communications shall believe interpretation and keep every commitment that we make
1 0 .
integrity interpretation all our dealings.And treat every individual with dignity and respect. 1 1 . Reliance Communications will approach every endeavor with
Chairman's Profile
Mr.Anil D. Ambani
Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D Ambani, is the chairman of all listed companies of the Reliance Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and has been centrally involved in every aspect of the company's management. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion.He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of: Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur
In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements:
Conferred the CEO of the Year 2004 in the Platts Global Energy Awards. Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004. Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002. Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001.
Literature Review
Introduction
Customer satisfaction, a business term, is a measure of how products and services Supplied by a company meet or surpass customer expectation.itt is seen as a key Performance indicator within a business and is a part of four perspectives of a Balanced scorecard. In a competitive marketplace where business compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefit of Customer satisfaction for firms. Definition
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations. This satisfaction level is a function of difference between perceived performance and expectations. If the products performance, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied.
The research should also present why he has chosen the design he has chosen. And he should also write about something about the design / method / technique and sampling plan to support his study. In any case the researcher should not write what he has not done in the study.
MEASURE AGE
ITEM 20-30 30-50 50 above BUSINESSMAN STUDENTS PROFESSIONALS HOUSEHOLD Male Female
NO OF RESPONDENTS 30 59 11 25 25 25 25 78 22 100
OCCUPATION
GENDER TOTAL
NULL HYPOTHESIS : Ho = Customers are satisfied with the service and features of Reliance prepaid connection
ALTERNATIVE HYPOTHESIS: H1 = Customers are not satisfied with the service and features of Reliance prepaid Connection
OBJECTIVES
To study the level of customer satisfaction in Reliance Communication. To explore various factors that leads to customer satisfaction in Reliance Communications. To analyse major factors having significant role in customer satisfaction.
EXIBITS
1. Which of the following cellular service you are currently using?
S.NO. 1 2 3 4 5
PERCENTAGE 30 30 35 10 100
10%
25% Bsnl
35% 30%
INTERPRETATION:
It is clear from the above pie chart that 35% people are using Reliance connection.
2. How long you are using Reliance prepaid connection? S.No. 1 2 3 Years
From 1 year 2 to 5 years Above 5 years
No.of Respondent PERCENTAGE
45 32 23
45 32 23
INTERPRETATION:
It is clear from the above pie chart that 32% people are using Reliance connection from 2 to 5 year.
Percentage % 35 20 19 15 11 100
11% 15% 35% Strongly agree Agree Neutral 19% 20% Disagree Strongly Disagree
INTERPRETATION:
It is clear from the above pie chart that 35% people are Strongly agree with Reliance value added services.
Number of respondents
26 31 13 23 07
Percentage %
26 31 13 23 07
Total
100
100
7% 26% 23% Strongly agree Agree Neutral 13% 31% Disagree Strongly Disagree
INTERPRETATION:
It is clear from the above pie chart that 31% people are Agree with Reliance Network.
Web and 3G
Determinants
Strongly agree Agree Neutral Disagree Strongly Disagree
Number of respondents
35 19 13 21 12
Percentage
35 19 13 21 12
Total
100
100
13%
19%
INTERPRETATION:
It is clear from the above pie chart that 35% people are Strongly agree with Reliance Web/3G service.
Sms pack
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 27 20 21 12 20 100 Percentage % 27 20 21 12 20 100
20%
12%
INTERPRETATION:
It is clear from the above pie chart that 27% people are Strongly agree with Reliance SMS pack
Special schemes
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 28 18 10 21 23 100 Percentage % 28 18 10 21 23 100
23%
INTERPRETATION:
It is clear from the above pie chart that 28% people are Strongly agree with Reliance Special schemes.
Customer care
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 20 18 17 26 19 100 Percentage % 20 18 17 26 19 100
19%
20% Strongly agree 18% Agree Neutral Disagree 17% Strongly Disagree
26%
INTERPRETATION :
It is clear from the above pie chart that 26% people are Disagree with Reliance customer care.
Particulars
Strongly agreed
Agreed
Neutral
DIS agreed
Strongly disagreed
Likerts
Value added S. 7 Network/Coverage 4 Web /3G 6 Sms pack 3 Special Schemes 4 Customer Care 5 Total 29 6 40 4 25 7 34 3 22 6 3 7 5 7 5 7 3 5 7 3 4 7 4 6 4 9 2 4 3
88
76
81
75 78
78
476
Student
Particulars Strongly agreed Strongly disagreed
Agreed
Neutral
DIS agreed
Likerts
Value added S. 3 Network/Coverage 7 Web /3G 6 Sms pack 5 Special Schemes 2 Customer Care 4 Total 27 31 24 40 28 7 4 5 5 7 4 7 5 6 6 5 3 3 4 8 4 2 4 8 4 6 2 7 7
66
75
74
80
69
75
439
Professionals
Particulars
Strongly agreed
Agreed
Neutral
DIS agreed
Strongly disagreed
Likerts
Value added S. 8 Network/Coverage 3 Web /3G 6 Sms pack 4 Special Schemes 4 Customer Care 9 Total 34 31 24 33 33 2 6 5 3 6 4 5 6 5 7 2 7 4 3 7 5 7 4 5 6 7 0 9 6
92
71
74
72
72
84
465
Household
Particulars Strongly agreed Strongly disagreed
Agreed
Neutral
DIS agreed
Likerts
Value added S. 7 Network/Coverage 6 Web /3G 5 Sms pack 3 Special Schemes 8 Customer Care 8 Total 37 36 17 31 29 5 3 6 3 7 1 4 5 8 6 4 4 6 1 8 5 3 5 5 6 7 1 4 6
80
73
73
77
84
84
471
Consolidate Sheet
Criteria
Value added S. Network/Coverage Web /3G Sms pack Special Schemes Customer Care Total
Value Network/ Web Customer added Sms Special Total Coverage /3G Care S. pack Schemes
88 66 92 80 326 76 75 71 73 295 81 74 74 73 302 75 80 72 77 304 78 69 72 84 303 78 75 84 84 321 476 439 465 471 1851
Source of Sum of variation square Between sample Within sample Total 185.34 677.56 862.90
Df
Ms
6-1=5 246=18 23
185.34/5=37.06 677.56/18=37.64
f-ratio
Interpretation:
Table value of (5, 18) for 0.05% degree of freedom is 2.77 and the calculated value is 0.98 which is shown in the table which shows that it is less than table value.Thus the null hypothesis is accepted hence the customers of Reliance prepaid connection are satisfied.
FINDINGS
From the research conducted it is found that the most of the customers prefer reliance prepaid connection. From the research conducted it is found that the most of the customers are satisfied with reliance prepaid connection. It is found that web/3G plan is major factor which leads to customer satisfaction.
CONCLUSION
After completion of my study, I found that the services provided by Reliance Telecom are the best in the market. Reliance is having the biggest market share of consumers. Reliance is successful in providing value added benefits to all segment of customers, i.e., from students to a business class, from household to professionals. Features like 3G, uninterrupted roaming facility, SMS pack, VAS, easy and affordable tariffs, effective customer handling are some of the major reasons that reliance is able to retain present consumers and also, attract new customers.
RECOMMENDATIONS
Company should try to increase the level of satisfaction. Company should try to improve network coverage. Company should try to introduce new schemes. Company should try to improve customer care service.
LIMITATIONS
I will not be wise to claim that the present work is completely present work is complicated perfect as unit of sample were widely scattered the study. During the study a number of limitations constraints were faced and it is necessary to point out them at the very outset. Since the sample takeout of the universe was very small. The conclusion cannot be generalized for whole dues. Another problems is the time problem, duration was short to approach each and every respondent personally. The respondents were not willing to ensue. Language uses another problem face by the respondents.
BIBLIOGRAPHY
Books:
Philip kotler Marketing Management Revised Edition, Prentice Hall of India, New Delhi, 2006. Kothari C.R. Research Methodology methods and Techniques Revised 2nd Edition, New Age International Publishers,2004. Philip kotler and Kevin Lane Kelter Marketing Management Dorling Kinersley(India) Pvt. Ltd. 2007
Websites
http://www.Rcom
http://en.wikipedia.org/wiki/promotional tools. http://www.sbrid.com http://en.wikipedia.org/wiki/Reliance.
ANNEXTURE OF QUESTIONNAIRS
A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI
NAME......................................... GENDER.....................................
AGE.................. OCCUPATION.....................
1. Which of the following cellular service you are currently using? a.Bsnl b.Airtel c.Reliance d. other
2. How long you are using Reliance prepaid connection? a. From 1 year b. 2 to 5 years c. Above 5 years
Particulars
Strongly agreed
Agreed
Neutral
DIS agreed
Strongly disagreed
Value added S.
Network/Coverage
Web /3G
Sms pack
Special Schemes
Customer Care
Total