EXECUTIVE SUMMARY

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out of the Tata Groups strategic alliance with Japanese telecom major NTT Dooming November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted spectrum in18 telecom Circles.

TTSL and has already rolled out its services invidious circles. India is the fastest growing major mobile market in theworld.Building on leading position in the market,TTSL. AIMCO capitalize on the growth potential to significantly increase the subscriber base and market share. The telecomm sectors increasing day by day and the competition is getting more and tougher. Initially tat service was providing CDMA and after tighup with DOCOMO they come up in GSM as TATADOCOMO.

The project is about customer satisfaction for Tata Teleservices Limited with special Reference to GSM prepaid customer in Bhubaneswar. As the title suggest , howthecustomer is satisfied with the service of Tata teleservicethrough GSM prepaid mobile.

The primary objective of this research project is to find the satisfaction level of GSM prepaid mobile user and to find out the reason why user prefer any particular technology.

The second objective was to study the features of the technology. The research was carried out in survey method. The data for this research was collected by two methods. Primary data was collected with the help of questionnaires and interviews. Different questionnaires were used for GSM and non existing users.

Secondary data regarding company profile and GSM information was collected from internet. The sampling technique used was random sampling. The sampling size was 200 for each GSM, non existing user. Working for Tata teleservice tough for a limited period was a pleasure for me not only because I worked for one of the largest company but also because I learnt a lot about Tata. I came to know about the different behaviors of the customers

INTRODUCTION
Theoretical Framework Customer Satisfaction The 21-century belongs to the service sector. The customer of yesteryear was a silent person who uncomplainingly purchased the goods from the market place. There is a new customer emerging today. Customer satisfaction can Bede fined as, customer satisfaction is the feeling derived by the consumer when he compares the actual performance of the products with the performance that he expects of it. The measurement of the customer satisfaction typically begging when a company realizes that their customer s is the people, who provide the revenues that, hopeful, will cover expenses. Most companies start by establishing a customer satisfaction baseline. Then they target year by year improvement. Understanding customer requirement and delivering superior quality goods and services to achieve composer satisfaction lead to the retention and growth of the customer. General Idea about the satisfied customer: Satisfaction is a personas feeling of the pleasure or disappointment.

It is resulting from comparing a products perceived performance with his or her expectations from it. Satisfaction is more of an emotional concept. Today organization are aiming at high satisfaction rather than at customer delight because customers who are just satisfied still find it easy to switch over when a batter offers comes along. Those who are highly satisfied are much less ready to switch over . high satisfaction or delight creates an emotional bound with the brand and customer starts looking at an offering emotionally and just rationally. The aim of marketing is to meet and satisfy target customers needs and wants but knowing customer is never simple. Customer may state their needs and wants but act otherwise. They may not be in touch with their deep motivations. They may respond to influence chat to change their mind at the last minute.

Some of todays most successful companies are raising expectation and delivering performances to match. These companies are aiming at TCS- Total customer Satisfaction. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. 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.

Customer Loyalty These four factors will greatly affect your ability to build a loyal customer base: Products that are highly differentiated from those of the competition. Higher-end products where price is not the primary buying factor. Products with a high service component T Multiple products for the same customer.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. It is especially important to retain those employees who interact with customers such as sales people, technical support, and customerservice people. Many companies give a lot of attention to retaining sales people but little to support people. The increasing trend today is to send customer-service and technical-support calls into queue for the next available person. This builds no personal loyalty and probably less loyalty for the firm. Before going this route, be sure this is what your customers prefer. Instant Feedback Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasnt been paying attention and needs to have it explained again? From a customers point of view, I doubt it. Can the sales pitches and the product babble? Let the customer talk and show them that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

TOOLS FOR TRACKING AND MEASURINGCUSTOMERSATISFACTION

Complain and suggestion systems: A customer centered organization makes it easy for its customer to deliver suggestion and complaints. Many restaurants and hotels provide forms for guests to report what they liked and disliked there. Some companies establish hot lines whit toll-free telephone numbers. Companies are also adding Web pages E-mail to facilitate two way communications Satisfaction customer survey: Studies show that although customers are dissatisfied with one out of every four purchases, less than 5 percent of dissatisfied customer will complain. Most customers buy less or switch over to other suppliers. Responsive companies measure customer satisfaction directly by conducting periodic survey s. They send questionnaires or make telephone calls to a random sample of recent customer. Lost customers analysis:

Companies should contact customer who have stopped buying or who have switched over to another supplier to learn why this happened. Not only it is important to conduct exit interviews when customers first stop buying , but it is also necessary to monitor the customer loss rate.

PROMOTIONAL ACTIVITIES

Promotion is fundamentally a tool to help apprise consumers of products and services available to them.

However, promotional activities today include various forms of advertising as well as promotional gimmicks such as dirigibles at football games, coupons, and frequent flier miles. The goal of promotion is no longer simply product awareness, but brand awareness, product loyalty and even corporate image. Many different promotions have come under criticism, particularly when they are judged to be illegal or unfair. Bait-and-switch refers to the practice of advertising one product at a low price, but having none of that product on hand when consumers arrive to make the purchase. Conveniently, this technique results in the seller having other, similar, more expensive products available. Putting aside the issue of promotional activities that are illegal, there remain examples of promotions that may be unscrupulous, or perhaps merely prejudicial. The potential for this arises when promotional activities are not directly associated with the product or service that is ostensibly being promoted.

As an example, Virginia Slims sponsored a womens tennis tournament for many years. The sport of tennis received the financial backing, and the cigarette was associated with a popular sport and received considerable publicity as its name was mentioned in legitimate sports coverage.

SOME WELL KNOWN WAYS OFPROMOTIONAL ACTIVITIES: A note of Testimonials it gives the user a clear idea of how/what has been the feedback of previous users. Press Releases of company/product. Mention of awards/ social activity/ donations/ welfare activities. Personalized features like address book, message boards,newsletter,newsgroups, mailing lists, e-mail, free space, coatroom, cool pages, job vacancy, links to various channels(news, stock/gold prices, entertainment, sports, cultural) Links to other sites respective to their field. Ad-banners/ link exchange Event promotion: taking advantage of upcoming festivals, concerts, events. Promotional activities (gifts, discounts, free offers, coupons). Multi Lingual site. If target audience is in other countries, than a web site in that country's language becomes a must. Need of the study The present study is beneficial to TATA Teleservicesas it provides an integrated compact and comprehensive report about response towards telecomm sector in particular and overall organization activities in general. It also helps the organization in analyzing the perception of individuals towards communication business.

OBJECTIVES OF THE PROJECT

The objectives of this study/project as follows: To study customer satisfaction level regarding the product and the product must be known. To study customer satisfaction level regarding the value-added services. The usage of the value added services is to be know by the organization in order to implement new innovation in future services. To study the customer satisfaction regarding the customer care services and after sales service. To study the benefits that the product was offering that the competitors were not offering and to study if the customer were satisfied with the benefits

SCOPE OF THE STUDY

The study was conducted in the city of Bhubaneswar to find out the level of customer satisfaction of Tata users. The scope of the study only was confined to find out customer satisfaction. The studies proceed only on the prepaid customers of Tata communication. The scope of the study covered an in-depth analysis of the satisfaction of the customer in the city of Bhubaneswar. The scope of the study is to analyze the brand preferences and consumer perception. The scope of the study is also to know, what the customer expect from the company and what they provide

PROMOTIONALACTIVITIES

Following Promotional Activities have been done: Performed canopy activities and leaflet distribution for brand promotion as well as product promotion. Hired persons (male & female both) for A+ category outlet for the promotion of product. Leaflet distribution through newspapers. Introduce GPRS pack to create demand in youngsters, eg.Rs. 10/day with 2GB downloads. Putting banners on autorikshaw for product promotion. Launched Bangkok trip for retailer on SIM card sales target achievement. (Target-1200 activation in two months; Bangkok trip either Rs.30, 000.)

Started lucky draw for customer for every SIM card purchased. Created achiever club for retailers, that club will give discount on authorized restaurants and hotels in Rajasthan. For achiever club membership every retailer has to sale 200Docomo SIM card every month.

COMPANY PROFILE TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out of the Tata Groups strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted spectrum in18 telecom Circles. TTSL and has already rolled out its services in various circles. The launch of the TATA DOCOMO brand marks a significant milestone Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo based NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market, the company is clearly the preferred mobile phone service provider with a 50 percent market share.

NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. Over the years, technologists at DOCOMO have defined industry bench marks like 3G technologies, as also products and services like the i-mode TM, mobile payment and a plethora of lifestyle-enhancing applications. Today, while most of the rest of the industry is only beginning to talk of LTE technology and it possible applications, DOCOMO has already started conducting LTE trials in physical geographies, not just inside laboratories .DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in terms of services and handset designs, particularly integrating services at the platform stage. The Tata GroupNTT DOCOMO partnership will see offerings such as these being introduced in the Indian market under the TATA DOCOMO brand. TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee, comprising of senior personnel from both companies.

The committee is responsible for identification of the key areas where the two companies will work together. DOCOMO, the worlds leading mobile operator will work closely with Tata Teleservices Limited management and provide knowhow on helping the company develop its GSM business. Despite being a late entrant, Tata Idiom, TTSL's CDMA brand, has already established its presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1xtechnology platform in India. Today Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Ltd, serves over 37 million customers in more than 320,000towns and villages across the country offering a wide range of telephony services including Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire-line Services. HISTORY NTT Docomo holds 26% share in the jointly formed company .It has also emerged as the first mobile operator in India to have re-introduced per second pulse, after Loop Mobile(formerly BPL Mobile) discontinued their 'pay per second 'service which was introduced in 2004.From October 2009 TRAI announced that TATA tele service is India's no.1 tele service brand Tata Teleservices Limited spearheads the Tata Groups presence in the telecom sector. The Tata Group had revenues of around US $75 billion in financial year 2008-09,and includes over 90 companies, over 3,50,000 employees worldwide and more than3.5million shareholders. Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand Tata. Indicom and today enjoys a pan-India presence through existing operations in all of Indias 22 telecom Circles. The company is also the market leader in the fixed wireless stele phony market with

its brand Walky. The company has recently introduced the brand Photon to provide a variety of options for wireless mobile broadband access. The companys network has been rated as the Least Congested in India for last five consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Groups strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom servicesand has also been allotted spectrum in 18 telecom Circles. The company has rolled out GSM services in 14 of Indias 22 telecom Circles in a quick span of under six months. The company plans to launch pan-India operations by the end of FY 2009-10 company is the clear market leader, used by over 50 percent of the outcrys mobile phone users. Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited, serves over 58 million customers in more than 410,000 towns and villages across the country, with a bouquet of telephony services encompassing mobile services, wireless desktop phones, public booth telephony, wire line services and enterprise solutions .In December 2008, Tata Teleservices Limited announced a unique reverse equity swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, and Quipped Telecom Infrastructure Limitedwith the combined entity kicking off operations in early 2009 with18,000 towers, thereby becoming the largest entity in this space-and with the highest tenancy ratios in the industry. The WTTIL Quipped combine is targeting over 50,000 towers by the end of FY 2010-11.

SMS offers AP - Pay for the First 3 Local SMS everyday and get the next 150 Local SMS free for the day. KK - Pay for the First Local/ National SMS everyday and get the next 100 Local/ National SMS free for the day TN - Pay for the First 3 Local SMS everyday and get the next 750 Local SMS Free for day Pre-STD, ISD and National Roaming without rental.

Automatic alerts when your Balance is Low. VISION We will leverage our strength in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and business 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 while enabling millions of Indias knowledge workers to deliver their services globally. Market Competitors of Tata Docomo:-

Airtel Reliance Communication Idea Aircel. Vodafone

SERVICES & NETWORK AVAILABLE:

Currently, Tata Docomo mobile services available in these following circles Bihar & Jharkhand

Tamil Nadu Orissa Andhra Pradesh Karnataka Kerala Kolkata Maharashtra & Goa Madhya Pradesh Chhattisgarh Haryana

 Chennai Eastern Uttar Pradesh Western Uttar Pradesh Punjab Rajasthan ,Recently Launched Rest of West Bengal, Recently Launched

MARKETING STRATEGY Tata Docomo appears to be banking heavily on its tariff plans the company is offering a 1 second pulse instead of the usual 1 minute pulse that other telecom operators are offering. This means that consumers are charged on a per second basis, instead of a per minute basis, and end up saving money on unused seconds. A nifty little application How much can you really save on Docomos website explains how this works. Rs. 0.01/second is a marked change from the Re 1/min and Rs. 0.49/min charges that usually applies. Now while this plan might sound unique, it isnt that it hasnt been tried before: back in 2004, Tata Indicom had launched 1 second pulse plans, which going by their current plans, appears to have been shelved. Tata Indicom storms pr-paid market launches True Paid

True Paid symbolizes the only "honest and trans parent "pre-paid offering available In India. True Paid is India's first T-SIM based mobile service offering optimum value for Money. Tata Indicom launches 2 T-SIM-enabled and 4 non T-SIMenabled handsets.

MARKETING MIX 4PS OF MARKETING MIX : Product Price Place Promotion . PRODUCT: TATA DOCOMO having good range of services. Tata Docomo provides both postpaid and prepaid services. Tata Docomo having good quality network which provides clarity in voice PRICE: It having attractive tariff plan: TATA DOCOMO having1paisa /sec it is applicable for both prepaid and postpaid.

PLACE It having good range of channels of distribution: As Tata already exist in this field of telecommunications as Tata Indicom. It has wide range of channels of distribution to sell TATA DOCOMO services.

PROMOTION: Advertising: TATA DOCOMO following different style of advertising pattern in TVs and newspapers. Due to that reason it was reaching public very fast. ADVERTISING MEDIA CHANNELS: India - Tata Docomo, the youngest among telecom players in India to offer GSM, is presently banking on its services to garner visibility and a share in the telecom pie. The launch of Tata Docomo also announced the intention of the brand to associate with the thought 'do'. Tata Docomo, for the first time in the country, offered pay-per-second billing; though other telecom providers have followed suit since. The

. The company has carried out a few adverts that highlight the brand's unique features and some other topical advertising during Ganesh Chaturthi and Diwali. The latest from the GSM provider is the 'Friendship Express' TVC. The ad opens in side train, where everyone is doing their own thing. A couple of the travelers don't like the solemn mood and start humming the Docomo tune. Slowly and steadily, others pitch in and soon most of the train is singing along. The ad ends with the super, 'Why walk alone when we can dance together'.

SWOT ANALYSIS

STRENGTH WEAKNESS OPPORTUNITIES THREATS STRENGTHS: First to introduce seconds tariff plan (seconds pulse) Good brand image of Tata services Having large variety of plans Plans are affordable by any common person. TYPE : Pulse rate 1 sec Price pack Rs.49Validity life long CALL RATES: Local rates paisa/sec Tata Docomo 1 Tata CDMA 1Other GSM 1Landline/CDMA 1STD rates Tata Docomo 2 Tata CDMA 2Other GSM 2

WEAKNESS: Signal strength. Postpaid connections are not available as of now. Customer services are not satisfactory. Concentrating only on rural areas. OPPORTUNITIES: Have a great opportunity to expand its services. To introduce any new plans for internet users. Introduce 3G compatible services. To introduce new combined plans like, SMS, Internet, Calling integrated offers. THREATES:If signal strength is not increased it may lead to change in the network service by the customers. Tata has to clarify whether this 1ps/sec will continue till its Lifecycle .Heavy competition from all other network providers

RESEARCH DESIGN ANDMETHODLOGY Research Description A research design is the determination and start of the general approach and strategy adopted for a particular study or project. The research has undertaken a comprehensive plan of the sequence of operation for the descriptive study to achieve the research objectives with the arrangement of condition for collection and analysis of data.

Methodologies The methodologies of the study are following: Developing the problem and research objective. Developing the research plan for collection information. Developing sequential questionnaire together or collect data. Implementing the research plan- collecting and analyzing the data.

Sampling
The term sampling means a part of population or subset from a set of unit which is provided by some process or other usually by deliberate selection with the object of provided by some process or other usually by deliberate selection whit the object of investigating the properties of the parent population is impossible task hence sampling. The survey that is carried on using the given sample is called as survey there are methods of sampling used for different methods of sampling used researcher. The concept of sampling can be explained with an examination of the tea testing when a person takes a sip of tea .He is actually testing the whole tea by testing of a part of it. In sampling instead of examining all the time only a few are examined as representation and the conclusion are draw.

Sampling Design: In this research the convenience sampling is used which essentially a non probability is sampling. Here the researcher select the easiest members from which to obtain information and persuading them to become customer of the company .The researcher used his judgment to select population member who are good prospect for the company. The respondent are surveyed as per their convenience those who can be the prospect for becoming customer.

Sampling Unit This combines all those segment of the society who can be the prospects of becoming customer. Some of them are who come at web world to pay the bill and for some queries etc. each of them are being targeted as per the convenience residing in Bhubaneswar.

Sample Frame

Two different sets of Questionnaire were prepared for interviewing the prospects. The one was for the existing TATA customer and other for ordinary customers who were using the competitors service .In total 200 questionnaires were completed who can be considered to be the prospect by the researcher.

Sample Size

The sample size of the respondents was taken as 200considering the scope and constraints of the study. The sample size selected for this study appears to bead equates.

SOURCES OF DATACOLLECTION. The research was carried out with the help of types of data namely: Primary Data : In it we study various steps that are generally adopted by researcher in studying a research problem along with the methodology of research a long and The method of data was the way of survey method. This is this is the process where first hand information was collected. The research derives it after completing certain activities.

This process is highly time consuming and also expensive. Under the survey method of collecting primary data a detailed examination is carried out to go get there quire data. This was done by personal interview of the respondents. For that, questionnaire is prepared and the person to be interviewed is questioned on its basis. The method adopted by me in this research was personal interview method. For this very purpose I had prepared the questionnaire the was directed towards the customer of Tata docomo prepaid mobile in jodhpur city. The basic reason to interview to know the satisfaction level of the TATA DOCOMO prepaid mobile users.

Secondary Data
The secondary data is readily complied data from statistical statements reports etc. The data can be obtained from either published or non published sourceswww.Tatadocomo.com

LIMITATION Geographical Constraints Sample size was restricted to Bhubaneswar as it was difficult to approach people outside that because of time constraint. So sample size was limited.

Improper decision- many respondent could not have sufficient time to answer/fill the questionnaire. Inadequate information- some of the questions were not answered/ filled properly or accurately. Time limitation- I had very less days time for project I t was insufficient to reach every segment and prospect. Limitation of the study The study was limited to Tata docomo prepaid mobile user only. The study was limited only to know the level of satisfaction of the prepaid Tata customer and no further action was taken to make them satisfied if they were not satisfied. The study was limited to only for few days so each and every aspect of satisfaction could not be covered. The management did not disclose the confidential.

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA .

FINDINGS

It is found that TATA Teleservices is the first company to launch prepaid 1 pec. p/sec. services in the country. It is found that overall performance of GSM technology is good.

SUGGESTION

The availability of recharge voucher should be made available when required by the customers. As this give the good impression about the company. The network coverage is another asset for the companys image, which needs to be preserved in future The overall image of the customer care services was found to be good but with some loopholes related to de lays in problem solving. The company should be more prompt in handling the queries and problem of the customer, which is vary essential for the prepaid card so as to retain the customers with the company in future. The customer care executives should be more efficient in handling the customer and also more friendly and polite their conversation, while dealing with the customer. After sales service is required to be maintained properly which is not up to the mark.

 Call rates is affordable so it should be maintained at this level. Many people are using mobile, but majority of them are not aware of the technology they are using . many tine it happens that a person doesnt know which technology satisfied his need. Hence awareness should be created among them regarding advantages and differences in the technology. Supplementary facilities like call wait, call forward, call hold, call divert, call conference should be made more effective to attract customers

CONCLUSION After analyzing and interpretation of the various graphs and findings I have arrived at the conclusion that the overall satisfaction level of GSM prepaid customer is good. In some reference and in other they are not satisfied. As TATA communication is a brand name in itself so customer feel good for that and also expects a lot from that. And when their expectations dont match with company service, whatever they provide, they become dissatisfied. For long run process brand image and price plays a vary important role in success and elements of brand equity are: The awareness it enjoy, the advertising viewer ship it has the image or perceived quality in the mind of customer, advertising association and symbol. Successful development of brand equity that drives the mark position, persisting overlong period of time and is capable of resisting competitors. The new competition is not between what companies produce in their factories, but between what value they add to their products in the form of maximum customer satisfaction, after sales service etc.

I wish that company would achieve its goal with all their effort.

ANNEXURE Questionnaire Personal details:-Name:-Address:-Occupation:-Gender: - Male ( ) Female ( ) Q1) Are you using mobile? a) Yes b) No

Q2) Does it really matter whether you go for GSM or CDMA? a) Yes b) No Q3) How would you rate the voice quality of your GSM mobile connection? a) Excellent b) Good c) Average d) Bade) Worst Q4) How would you rate network coverage strength on GSM mobile connection? a) Excellent b) Good c) Average d)Bade) Worst Q5) How would you rate supplementary facilities like call wait, call hold, call forward, all divert, call conference on GSM mobile connection?

a) Excellent b)Good c) Average d)Bade) Worst

Q6) How would you rate international roaming facility on GSM mobile connection? a) Excellent b)Good c) Average d) Bade) Worst

Q7) How would you rate internet connectivity and data transfer service on GSM? a) Excellent b) Good c) Average d) Bade) Worst

Q8) How would you rate security and confidentiality regarding call the ft on GSM mobile connection? a) Excellent b) Good c) Average d) Bade) Worst Q9) How would you rate dual personal and business number facility on GSM mobile connection? a) Excellent b) Good c) Average d) Bade) Worst Q10) How would you rate the price of your GSM handsets compared to CDMA? a) Expensive b) same as CDMA handsets c) Cheaper Q11) How would you rate tariff rate of your Tata Docomo prepaid connection?

a) Excellent b) Good c) Average d) Bade) Worst Q12) How would you rate STD tariff plans of Tata Docomo communication? a) Excellent b) Good c) Average d) Bade) Worst Q13) How would you rate the customer care service of Tata Docomo mobile connection? a) Excellent b) Good c) Average d) Bade) Worst Q14 How would you rate the overall performance of GSM technology based on your experience with it?

a) Excellent b) Good c) Average d)e) Worst Q15) According to you what is the biggest strength of GSM mobile? Voice clarity heaper internet facilities with less expensive handsets? Cheaper handsets with more features .Less chances of handset theft . Q16) According to you what is the biggest weakness of GSM mobile? Less flexibility of changing service provider. International roaming very limited? Q17) Based on your experience with GSM technology are you likely tore Commend GSM technology to your friends and relatives who may be planning to purchase a new mobile? A ) Y e s b ) b ) N o c) c) cant say Q18) Do you think GSM will dominant in the future? .Q19) Is Tata Docomo prepaid voucher easily available at retailer rout let? r